Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

InMoment XI

MARCH 14, 2025

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

JANUARY 27, 2025

Call centers focus on handling issues as quickly as possible, often at the expense of the bigger picture. But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? million voice transcripts, 574,000 web chat transcripts, and 100,000 survey responses.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

JULY 25, 2024

The contact center experience can make or break your customer’s overall experience with your organization. What Is a Contact Center Experience? Why is the Contact Center Experience Important? The contact center experience is a crucial part of the overall customer journey.

Contact Center 195

Contact Center Contact Center Software Self Service Analytics 195

Calabrio

MARCH 25, 2025

This is where modern contact centers are turning to cutting-edge solutions, including AI, to deliver real-time performance tracking and more actionable coaching. Agent performance is at the core of overall contact center productivity as well as customer experience quality.

Call Center 130

Call Center Measurement Self Service How To 130

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? Why is Contact Center Analytics Important?

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

InMoment XI

JANUARY 10, 2024

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. The future of the contact center lies in the omnichannel contact center.

Contact Center 195

Contact Center Omni-Channel Customer Satisfaction Retail 195

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. They handle millions of conversations on a daily basis. 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.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments. What is Conversational Analytics?

Analytics 195

Analytics Data Social Media Average Handle Time 195

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer Vision AI – Reinventing the Contact Center. However, most of these innovations revolve around language.

Contact Center 174

Contact Center Self Service Video Average Handle Time 174

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. How to Improve (+Examples) Share What is first call resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Easy-to-use, integrated agent desktop delivers productivity.

Contact Center 27

Contact Center Average Handle Time Self Service CRM 27

BlueOcean

SEPTEMBER 28, 2017

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. When you partner with an outsourced contact center, you play a key role in getting your team in the best position for a championship win.

Contact Center 74

Contact Center Management How To Call Center 74

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. —the The Winner: Thomson Reuters.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Uniphore

JULY 30, 2021

When contact center leaders were asked what prevents them from running their dream contact center operation, they cite the same reasons year after year – lack of technology integration closely follows lack of budget. Rapid integration to your systems and channels and instant access to real-time analytics is great.

Innovation 246

Innovation Contact Center Average Handle Time NPS 246

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. Bluegrass Cellular. Idaho Central Credit Union.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

Call Center 130

Call Center How To Contact Center Gamification 130

BlueOcean

AUGUST 15, 2016

One that integrates clear directions with real-time data about road construction, traffic jams, tolls, and alternative route options. It’s the same for contact center reporting. Reporting on Average Handle Times and Average Speed of Answer, as well as other key metrics, is standard in contact center reporting.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. The goal was to refine customer service scripts, provide coaching opportunities for agents, and improve call handling processes.

Customer Service 88

Customer Service Contact Center Insurance Financial 88

Advantage Communications

MARCH 9, 2021

On top of that, however, they also need to focus on analytics. Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences.

Average Handle Time 98

Average Handle Time Analytics Innovation Technology 98

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media. It improves customer experiences.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

InMoment XI

MARCH 22, 2025

Enhancing Account Monitoring with Real-Time Analytics With CI, gone are the days of relying on lagging indicators for decision-making. Automating and Refining Account Health Scoring Models CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations.

Effort Score 195

Effort Score Average Handle Time Contact Center Customer Retention 195

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Omni-Channel 117

Omni-Channel Financial Groups Analytics 117

AWS Machine Learning

JULY 29, 2022

Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism of active learning through customer feedback. In traditional contact centers, one solution for long hold times is enabling self-service options for customers using an Interactive Voice Response system (IVR).

Contact Center 131

Contact Center Self Service Resources Average Handle Time 131

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Average Handle Time Contact Center First Call Resolution 52

InMoment XI

APRIL 9, 2025

A lack of investment in predictive analytics tools and experts leads to guesswork rather than data-driven predictions. These sources include contact center calls, chat transcripts, surveys, and emails. For instance, CI often works as part of contact center automation to support effective agent training.

Trends 195

Trends Sales Analysis First Call Resolution 195

Calabrio

OCTOBER 4, 2024

Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge.

Contact Center 130

Contact Center Management Effort Score Analytics 130

Calabrio

NOVEMBER 12, 2019

Analytics Are You Measuring These Critical Customer Experience Metrics? After calling the contact center or buying an item online, a customer might get a one-question survey asking about their satisfaction with that single event. WHY TRACK CUSTOMER EXPERIENCE METRICS IN THE CONTACT CENTER?

Metrics 130

Metrics Measurement Average Handle Time Customer Experience 130

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

iPerceptions

JANUARY 13, 2021

The post Improve Average Handle Time in the Call Center: A 6-Point Action Plan appeared first on Astute. Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service.

Average Handle Time 62

Average Handle Time Call Center Contact Center Report 62

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. Training programs should be designed to meet the specific needs of the contact center and its agents.

Contact Center 84

Contact Center Gamification Training Chatbots 84

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98