Now Detecting Empathy: Sentiment Analysis for Customer Support That Captures the Human Side
In customer support, technical accuracy and quick resolution will always matter. But what makes the real difference—what your customers actually
Turning Contact Centre Insights into Business Impact with AI
Most organisations are sitting on a goldmine of contact centre data but aren’t using it to gain real insight.
This report, created with ContactBabel, shows how AI analytics are turning raw data into strategic decisions. Based on insights from contact centre leaders and consumers, it reveals that 42% of companies use AI to understand not just what customers say, but why — and what to do next.
Inside, you’ll discover:
- Why 56% of contact centres struggle to pinpoint where their processes are breaking down
- Why repeat contact is the #1 KPI focus for analytics investment
- The gap between contact centre insights and wider business strategy
- How AI helps you quantify the cause and cost of service issues
- What leading organisations are doing to apply customer insight beyond the contact centre
By leveraging AI-powered insights, you can target improvements that boost NPS, elevate service quality, and increase customer satisfaction and brand advocacy.
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Articles & Case Studies
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Dive into expert analysis and real-world examples showing how organisations are transforming raw support interactions into strategic business outcomes. These resources reveal how AI is closing the gap between customer feedback and operational action—driving measurable impact beyond the contact centre.
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How TUI cut payment contacts by 40% and turned weeks of analysis into minutes
Who we spoke with: Quentin Bottner (Head of Continuous Improvement) and Jack Orbell (Continuous Improvement Consultant) Company: TUI Group —
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Spotlight What Matters Most in Your Customer Conversations
Spotlight Summaries are here to shine a light on key trends in your conversations. This new feature analyses multiple interactions
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