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Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction

InMoment XI

Contact centers play a significant role in customer experience management. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations. 71% of customers expect personalized communication, and 76% are frustrated if contact centers cant meet these expectations.

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9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance

Calabrio

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

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2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions

Calabrio

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

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Call Center Metrics: How To Track & Improve for Better Customer Service

InMoment XI

As a result, it’s important to deliver a positive call center experience that meets customer expectations. The best way to get started is by tracking and monitoring call center metrics. What Are Important Call Center Metrics to Measure? In the call center industry, the standard time to answer is 20 seconds or less.

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The Future of Customer Engagement: How AI is Reshaping Contact Centers

51% of contact center leaders have already integrated AI into customer interactions. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

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First Response Time (FRT): How to Measure and Improve

Calabrio

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking.

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3 Ways Employee Disengagement Is Hurting Contact Centers

Uniphore

Employee disengagement is rampant in contact centers. But it’s actually the everyday reality at the contact center, according to Gartner’s recent report “Rampant Employee Disengagement is Driving Turnover and Harming Customer Outcomes.” Jacada's Call Center Life: 2021 Edition. Register Now.

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Data-Driven Approach to Proving Customer Success

Speaker: Irit Eizips, CEO, CSM Practice

With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers.

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Contact Center Metrics That Matter

Speaker: Nate Brown, Co-Founder, CX Accelerator

The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). When your contact center can demonstrate a significant return on investment using CX terms, you are more likely to get the funding and support that you need to succeed in 2019.

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Get More Value from Contact Center Performance

Key performance indicators (KPIs) measure performance over time based on specific business objectives. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Key ingredients which are nearly impossible to measure, yet everyone knows when they’re missing. Engagement integrates their personal goals into their work so they not only bring the quality the contact center requires, but each person feels cared about and cared for in the process — like customers require.

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The Ultimate Blueprint for an AI-First Contact Center

Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Cognigy is leading the way in developing this technology for contact centers. Real-Life Benefits: Discover the measurable impact of AI-first strategies, from better CSAT to reduced handling times.

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Driving Business Value with Contact Center and UC Integration

In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training.