NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. But moving those functions to cloud is really just the beginning of the advantages gained in a cloud environment.

Contact Center 159

Contact Center Call Recording ROI Report 159

Calabrio

MARCH 5, 2025

Why is First Call Resolution Important? First call resolution is far more than just a metric; it’s a direct reflection of your customer service effectiveness and significantly impacts your business’s bottom line. What are the challenges of improving first call resolution?

First Call Resolution 100

First Call Resolution Examples Contact Center How To 100

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. Conversational analytics platforms first collect conversational data from various sources like call recordings, chat logs, emails, and social media interactions.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

DECEMBER 13, 2024

It enables call center management to monitor and analyze key performance indicators (KPIs) like call volume, agent effort score, and peak-hour traffic. The dashboard visualizes these metrics on a unified platform to provide insight into agent and call center performance. What Is A Call Center Dashboard Used For?

Call Center 195

Call Center Contact Center Social Media Effort Score 195

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? Are there common trends indicating specific skill deficiencies?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InteractionMetrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. Tools like chat transcripts or call recordings offer additional insight. Prioritize the Right Metrics Avoid over-relying on generic scores like Net Promoter Score (NPS).

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. But first, you have to capture that activity. And if you can measure it, you can improve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

Talkdesk

JUNE 7, 2017

It would be a great way to brush up on information about your prospects before a follow-up call. Call recordings are a core part of the Talkdesk offering. Here’s a list of ways that call recordings can help your sales team: No More Note-Taking. There’s a lot going on during a sales call.

Call Recording 40

Call Recording Sales CRM Training 40

AWS Machine Learning

OCTOBER 16, 2024

This serverless processing pipeline is built around Amazon Transcribe, which processes the call recordings and converts them from speech to text. This capability enables call quality agents to delve deeper into call components, facilitating targeted agent coaching opportunities.

Customer Service 89

Customer Service Contact Center Insurance Financial 89

AWS Machine Learning

OCTOBER 29, 2024

This engine uses artificial intelligence (AI) and machine learning (ML) services and generative AI on AWS to extract transcripts, produce a summary, and provide a sentiment for the call. All of this data is centralized and can be used to improve metrics in scenarios such as sales or call centers.

Video 112

Video Sales Analytics Examples 112

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. How to Benchmark Your Call Center Benchmarking is all about measuring your performance against clear, actionable goals and comparing them to industry standards.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

NobelBiz

NOVEMBER 26, 2024

What call center functionalities are included in the base package? Why You Need to Ask This: Understanding which features are standard, such as IVR, call recording, analytics, and reporting, helps you avoid overpaying for the necessary tools. Access to additional features can provide deeper insights into performance metrics.

Call Center 52

Call Center Multi-Channel Contact Center Analytics 52

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

Calabrio

MARCH 4, 2025

How Conversation Intelligence Works The core of conversation intelligences functionality is taking call recordings and running this data through speech-to-text AI models, then analyzing text-based data from emails, chats, surveys, social feeds, and more to make sense of the context of the conversations.

Contact Center 100

Contact Center Effort Score Analysis Multi-Channel 100

NobelBiz

FEBRUARY 14, 2022

However, with the volume of calls and data generated on a daily basis in contact centers, managers and supervisors frequently feel overwhelmed. The metrics that are appropriate for your organization will serve as your compass. What are the right call center agent performance metrics to monitor?

Metrics 52

Metrics Contact Center Management Call Center 52

Talkdesk

FEBRUARY 16, 2021

Workforce optimization (WFO) in the contact center comprises multiple capabilities, including quality management, workforce management, speech analytics, performance management and call recording. You rely on outdated analytics and business success metrics.

Contact Center 139

Contact Center Customer Experience Policies Competitive Advantage 139

Thematic

DECEMBER 15, 2024

For example, if you have many voice call recordings you’ll probably need to convert them to text before you can upload them to your AI analysis tool. Let’s explore some different metrics and approaches to measure and leverage your sentiment analysis results. Higher scores indicate greater satisfaction.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

SurveySensum

OCTOBER 29, 2024

It Optimizes Agent Performance : Contact center analytics tracks important metrics like average handling time, CSAT score , first-call resolution, etc, essential for identifying high-performing or low-performing agents in need of additional training. Let’s understand each of them.

Contact Center 52

Contact Center Analytics Self Service Average Handle Time 52

Totango

JULY 17, 2024

Chris Dishman Stop guessing, start growing: The customer success metrics that matter If you’re only tracking metrics like usage or churn, then you’re only seeing a small piece of the puzzle. When you track outcome-based metrics that help prove value to your customers, then you can proactively identify areas for growth and expansion.

Sales 100

Sales Metrics Customer Success Call Recording 100

SurveySensum

DECEMBER 30, 2024

Limited Flexibility & Cumbersome User Management: CustomerGauge is very NPS-driven, so other customer metrics like CSAT or CES are largely locked out to get a 360 view of customer satisfaction. CustomerGauge offers powerful features, and while its great for many organizations, it might not be for yours.

Customer Success 52

Customer Success Customer Journeys Multi-Channel NPS 52

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. But these metrics only show a specific perspective of the customer experience. Agents can monitor personal performance and improve support daily.

Engagement 106

Engagement Contact Center Call Recording Trends 106

Talkdesk

MAY 12, 2020

This way, you won’t receive calls when you’re not available, and vice versa. Save time with click-to-call Agent success often includes metrics around speed and efficiency. Rather than manually dialing a caller’s phone number every time, you can leverage click-to-dial functionality to shave a few seconds off each call.

Call Recording 86

Call Recording Contact Center Conference CRM 86

CX Journey

NOVEMBER 28, 2018

You Got Your Metrics in My Journey Map! Executives love data and metrics, right? Artifacts, including call recordings, videos, invoices, receipts, pictures, documents, screenshots, etc. You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps?

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

UJET

JULY 7, 2020

Supervisors can monitor metrics and optimize performance. Benefit: Supervisors manage in real-time and adjust queues, agent assignments, and see performance metrics. But these metrics only show a specific perspective of the customer experience. Agents can monitor personal performance and improve support daily.

Engagement 96

Engagement Contact Center Call Recording Trends 96

CX Accelerator

FEBRUARY 12, 2018

Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can come from outside sources such as social channels, product review sites, or other online communities. It can even be in the form of free text responses in surveys. Set up listening posts where it matters.

Customer Success 140

Customer Success Effort Score Feedback Call Recording 140

SurveySparrow

FEBRUARY 20, 2020

Blended Call Centre. Call Recording. Call Scripting. Well, the most reliable attributes of Zendesk remains ticket raising and auto-fill forms that help resolve issues during a call and knowledge base that helps customers use the solution efficiently. Call Logging. Call Recording. Segmentation.

Software 96

Software Self Service Customer Service Multi-Channel 96

NICE inContact

NOVEMBER 26, 2018

Without access to interaction analytics or call recordings from the outsourcer, your business may miss out on these key customer insights. Considerations for Managing Outsourced Contact centers. The post The Pros and Cons of Contact Center Outsourcing appeared first on NICE inContact Blog.

Contact Center 120

Contact Center Contact Center Software Competitive Advantage Call Recording 120

NobelBiz

NOVEMBER 19, 2024

Automated Reporting and Analytics Automate report generation to gain actionable understandings into performance metrics, trends and customer behavior instead of manually compiling data.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

TechSee

AUGUST 26, 2024

Similarly, call center agents are measured on their average handle times. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Use call recordings and performance metrics to review service delivery and provide constructive feedback.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

UJET

MARCH 28, 2019

Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed. Customer support agents help customers resolve issues with the extra goal of building brand loyalty.

Call Recording 56

Call Recording Wait Times Metrics Loyalty 56

Stella Connect

JANUARY 31, 2018

First contact resolution (aka first call resolution), or FCR, might not be high on your list of call center metrics. Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. “FCR Maybe you’ve never measured it.

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. These tools dont just save timethey help call centers provide a smoother, more professional experience for both agents and customers.

Call Center 52

Call Center CRM Contact Center Analytics 52

Vonage

JANUARY 20, 2016

Some, like Five9, offer third party plug-in applications that redact credit card information from call recordings after the call. If you take credit card payments, you need a solution that complies with PCI DSS requirements – which restrict how card information is stored and transmitted.

CRM 120

CRM Sales Gamification Call Center 120

AWS Machine Learning

MAY 7, 2024

The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary. If you prefer to generate post call recording summaries with Amazon Bedrock rather than Amazon SageMaker, checkout this Bedrock sample solution. AWS CDK version 2.0

Meeting 133

Meeting Resources Call Recording Training 133

CSM Magazine

AUGUST 31, 2018

Thankfully, the answer can be found in the form of call tracking. But simply investing in this handy tool isn’t enough; you need to know which metrics to monitor to get your clients the best results, thus boosting their investment into your agency.

Metrics 40

Metrics Customer Journeys ROI Advertising 40