Remove Average Handle Time Remove Customer Care Remove First Call Resolution
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Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025

Calabrio

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?

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

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. Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time.

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How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

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Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

BlueOcean

In our world, content review shares the same goals of any customer care program: delivering a high-quality experience to the end user. In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider.

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How to Improve First Call Resolution, Reduce Call Volume & Accelerate Self-Help

Pointillist

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

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Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? 2-way video chat allows your agent to see your customer, with their permission.