InMoment XI
DECEMBER 18, 2024
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.
Calabrio
MARCH 11, 2025
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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Calabrio
MARCH 4, 2025
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?
InMoment XI
OCTOBER 31, 2024
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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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.
Calabrio
MARCH 5, 2025
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.
eglobalis
DECEMBER 17, 2024
Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.
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.
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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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.
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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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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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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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.
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.
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