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. But high performance doesnt happen by chance. But which is it? The result?

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

FEBRUARY 8, 2024

As you look to improve your business, consider contact center optimization. What is Contact Center Optimization? Contact center optimization refers to the process of improving the efficiency, effectiveness, and overall performance of a contact center.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195

NICE inContact

NOVEMBER 23, 2018

Spend any time around a contact center and you’ll likely hear the acronym FCR. The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution.

First Call Resolution 123

First Call Resolution Measurement Average Handle Time Call Center 123

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 182

Contact Center Analytics Net Promoter Score Effort Score 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service?

Contact Center 174

Contact Center Analytics Net Promoter Score Effort Score 174

Thematic

DECEMBER 15, 2024

Contact centers are the frontlines of customer interaction. That’s where contact center sentiment analysis comes in. Applying AI analytics to your contact center data can tell you how your customers really feel and help you improve the overall customer experience.

Contact Center 62

Contact Center Analysis Net Promoter Score Effort Score 62

BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Premier contact centers should equip you with business insight and analysis that will help you make informed business decisions.

Contact Center 156

Contact Center Employee Engagement Culture Training 156

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 154

Contact Center Average Handle Time First Call Resolution Measurement 154

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. She was blunt.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

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

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

BlueOcean

SEPTEMBER 10, 2024

Are you in the middle of “contact center RFP season”? We segmented the questions into six key sections: Company Overview Agent Workforce Contact Center Reporting Project Management Technology Pricing Company Overview Get to know the history and organization of the vendor. Be realistic about your risk tolerance.

Contact Center 156

Contact Center Employee Engagement Average Handle Time Culture 156

Comm100

JUNE 5, 2018

How AI can be Used in the Contact Center. AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out. Advancing Customer Service.

Contact Center 170

Contact Center Call Center Self Service Chatbots 170

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? What is call quality monitoring?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

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. These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction?

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

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

NICE inContact

NOVEMBER 28, 2018

If you’ve manage an aging contact center, then you’ve probably identified several inefficiencies which limit your success. Maybe its call volumes that exceed contact center capacity. When you transform contact center inefficiencies into proficiencies you are transforming money “wasted” into money saved.

Contact Center 121

Contact Center Self Service Average Handle Time First Call Resolution 121

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 140

Contact Center Contact Center Software First Call Resolution Call Center 140

Calabrio

MARCH 5, 2025

By collecting direct and indirect insights into customer behaviorwhether its related to customer service experiences in the contact center or pain points elsewhere in their journeybusinesses can uncover insights that help them better cater to customer needs and improve their overall experience. Peckham Inc.

Analytics 130

Analytics Customer Experience Contact Center Effort Score 130

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

BlueOcean

OCTOBER 10, 2016

No matter what action you take, the point is that your journey as a customer started before you made that call. But too many contact centers assume the opposite; that your journey starts the moment an agent picks up the phone. Is there anything stopping a frontline agent from having the autonomy to deliver first call resolution?

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Calabrio

MARCH 5, 2025

Meanwhile, in customer service, a contact center may strive to improve the CX it delivers by quickly and efficiently resolving customer concerns, while driving overall customer satisfaction. Successful voice of customer programs set up a system for ongoing monitoring and analysis of their needs and sentiments.

Contact Center 100

Contact Center Omni-Channel First Call Resolution Net Promoter Score 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

AUGUST 15, 2016

It’s the same for contact center reporting. Reporting that provides a transparent window into your contact center data helps you gain actionable insight that can differentiate your customer experience and boost your bottom line. First Step: Smart Forecasting. First Step: Smart Forecasting. It’s a no brainer.

Contact Center 120

Contact Center Report Average Handle Time First Call Resolution 120

Uniphore

DECEMBER 14, 2021

In addition to joining Cisco’s SolutionsPlus Program, the companies continue their work on developing new capabilities in AI, conversational automation, and real-time call and sentiment analysis. These types of advances are transforming customer experience across contact centers for global enterprises.

Customer Experience 264

Customer Experience Contact Center First Call Resolution Analysis 264

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. You’re achieving higher first-call resolution (FCR) rates. You’re lowering call volume. This all leads to cost savings in your contact center.

Contact Center 120

Contact Center First Call Resolution Customer Journeys Interaction 120

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Self Service Chatbots 52

NICE inContact

APRIL 13, 2016

The same is true of any industry including contact centers. You might be able to take phone calls with just phones, but you won’t be able to do a very good job with just the bare necessities. Here are five helpful tools that can solve common contact center issues and provide a better service.

Contact Center 120

Contact Center Tools Management First Call Resolution 120

Vonage

MAY 23, 2017

As customer habits and expectations continue to evolve, contact centers must keep raising the bar on service quality. It’s also important to know if your contact center is meeting the industry standards – and where it falls short. Our upcoming webinar, “How Does your Contact Center Stack Up?”

Contact Center 120

Contact Center First Call Resolution Call Center Social Media 120

BlueOcean

JUNE 21, 2016

One of our most popular blog posts is 52 Contact Center RFP Questions to Ask Vendors. Choosing a contact center outsourcer is a huge investment. We’ve compiled a list of 51 contact center RFP questions to help you ensure you’re making the most informed decision. Writing Your Contact Center RFP Questions.

Contact Center 120

Contact Center First Call Resolution Culture e-support 120

NICE inContact

JUNE 30, 2016

Speech Analytics has been a game-changer in this regard, allowing complete and in-depth analysis of 100% of customer interactions without the need for hiring a gigantic call Quality Assurance (QA) staff. Despite this, many contact centers are still struggling to find practical uses, and/or measure the ROI of the technology.

Contact Center 122

Contact Center Analytics Technology Multi-Channel 122

TechSee

AUGUST 10, 2023

TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements. TechSee’s Computer Vision AI and AR can improve issues facing customer contact centers around first-call resolution, average handling times, and truck roll avoidance.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. Contact us here. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Here are five key takeaways, in no specific order, to improve contact center performance.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Pointillist

MARCH 1, 2019

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.

First Call Resolution 75

First Call Resolution Self Service Call Center Effort Score 75

Uniphore

NOVEMBER 19, 2021

Now, contact center leaders, customer experience leaders and those serving customers directly are empowered in ways we haven’t seen before. These leaders have a deep understanding of the real challenges their contact center agents and customers face. Contact Center Leaders are Embracing Change at Record Pace.

Customer Experience 264

Customer Experience Self Service Contact Center First Call Resolution 264