Analytics 365 Blog

We’ve all been there; juggling back-to-back calls, dealing with repetitive queries, and trying to keep up with customer expectations and targets, all while trying to tackle a growing call queue. This situation is one that is unfortunately all too familiar in call centers and can often lead to dissatisfied customers, unmotivated agents and ultimately missed targets and revenue. But the sun is starting to set on the days of being [...]

Analytics 365 are pleased to launch their very first Call Center Engagement Report 2025. This report assesses the level of employee engagement within the call center industry by looking at the current state of play, identifying concerns and exploring how staff engagement can be improved. To do this, we surveyed 500 call center workers across the country, in various positions and services, to understand the state of their engagement [...]

Handling difficult calls is one of the toughest challenges call center agents face. Angry, frustrated, or even abusive customers can drain morale, disrupt operations, and impact customer satisfaction. However, with the right strategies and a supportive framework, even the toughest calls can become opportunities for improved customer loyalty and agent growth. In this guide, we’ll explore proven techniques for managing difficult calls—from de-escalation tactics and active listening to personalized [...]

Running a call center today is more complex than ever. Businesses must balance growing customer expectations, high call volumes, and the ever-present challenge of maintaining agent productivity—all while staying cost-effective. Outdated processes, manual workflows, and limited reporting capabilities can cripple a call center's performance, leaving customers dissatisfied and agents burned out. However, technology is reshaping the call center landscape. Forward-thinking organizations are embracing tools like AI-powered automation, cloud-based communication [...]

Struggling with inefficient sales calls is a common pain point for sales managers and team leaders. Missed connections, lost opportunities, and a lack of real-time insights can lead to poor conversion rates, leaving your team feeling stuck and your revenue goals slipping further out of reach. The pressure to improve these outcomes can be overwhelming. How do you identify where things are going wrong, or which parts of the [...]

Creating the ultimate user experience is an important goal for businesses. But along the way, customers will experience pain points. A pain point refers to the challenges or problems faced by customers when they interact with a product or service, affecting their user journey and impacting their satisfaction. This could include issues at checkout or product deficiencies. A pain point can significantly affect a customer’s experience, but it also [...]

A successful sales call as a business is often a cause for celebration, as it can lead to growth, increased revenue, positive customer experiences and effective networking, but what happens when these valuable opportunities are missed? When a call doesn’t make it through to you it instantly bridges the gap between your business and your client, and it may have a negative impact on your future professional relationship. However, [...]

Leveraging feedback loops is becoming increasingly integral to company operations. Sourcing clients' opinions in a customer service context allows you to learn where you are going wrong and how to improve.  Feedback loops are iterative processes where you gather and analyze customer feedback to make incremental improvements in service delivery. You can use them to build cultures of continuous improvement where everyone from sales reps to senior managers searches [...]

How do you measure the success of customer-facing teams? For many businesses, it is a perennial challenge (and not one that’s going away any time soon!) Without the right metrics, it is impossible to determine key variables, like team efficiency, service quality, or customer satisfaction.  Failing to collect these metrics can mean that businesses often fail to understand the performance of their customer facing teams. Companies without the right [...]

In an era where customers now demand fast resolutions to their problems, First Call Resolution has emerged as one of the most significant concepts in the modern customer service environment. This guide to setting up FCR workflows will allow you to tap into its capabilities and transform your business forever.  Effective FCR workflows enhance customer satisfaction, reduce operational costs, and improve agent productivity. Given that customer retention rates increase [...]