Analysis Average Handle Time Call Recording 
InMoment XI
MARCH 14, 2025
Why Analyzing Call Center Performance Is Important Not yet convinced that analyzing call center performance is worth the effort? Improving Customer Satisfaction Performance analysis helps you identify whats working in your contact center and what isnt. But numbers arent enough to paint a full picture.
Thematic
DECEMBER 15, 2024
That’s where contact center sentiment analysis comes in. In this guide, we’ll explore why sentiment analysis matters for contact centers and what types of data you might want to use. We’ll also go through a detailed step-by-step guide to performing sentiment analysis on your own data using AI tools.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Calabrio
FEBRUARY 28, 2025
Traditionally, speech analytics in the contact center primarily focused on the transcription and analysis of what was said, converting spoken words into text and identifying keywords or phrases. With AI, you can analyze vast amounts of voice data in real time. Plus, AI has driven an increase in the capacity of contact center tools.
Calabrio
MARCH 5, 2025
However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. subject, issue type) and determine customers most common issues.
Calabrio
APRIL 11, 2025
A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance?
InMoment XI
SEPTEMBER 3, 2024
By analyzing call recordings and agent-customer transcripts, businesses can pinpoint common mistakes, identify training opportunities, and provide targeted coaching. Market Research and Competitive Analysis Organizations can gain a deeper understanding of market trends, competitor positioning, and overall industry dynamics.
Calabrio
MARCH 5, 2025
As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%. Its also important to evaluate FCR in context of other contact center KPIs such as average handling time (AHT) and customer satisfaction (CSAT) to get a more complete view of your contact center productivity.
Expert insights. Personalized for you.
195 
Let's personalize your content