Calabrio

MARCH 22, 2025

Implement a reliable contact center call recording solution to record interactions and begin the process of turning every conversation into a source of actionable insights. Transfer Rate: The percentage of calls transferred to another agent or department. But first, you have to capture that activity.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

MARCH 21, 2025

Conversational analytics software monitors interactions across various touchpoints and channels, including phone call recordings, chatbot transcripts, emails, social media platforms, and business messaging apps, providing a comprehensive view of how customers communicate and what they say about you.

Ecommerce 195

Ecommerce Trends Effort Score Sales 195

NobelBiz

MARCH 21, 2023

Why was the call routed to the incorrect division? Review call records and logs. Consult with your call center agents and supervisors. Determine why customers are calling back To enhance the rate of first-call resolution, the first step is to discourage customers from calling back.

First Call Resolution 52

First Call Resolution Call Center Contact Center Knowledge Base 52