Callminer

AUGUST 1, 2017

This will improve campaign performance overall including agents’ service levels. First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. Interactive agent scripts from Zingtree solve this problem.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Calabrio

MARCH 5, 2025

Improved performance management and agent empowerment. Quality management software While traditional quality assurance has long relied on manual review of interaction samples, AI-powered automated quality management automates call, email, or chat evaluations, allowing for faster analysis of large datasets.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Balto

JANUARY 3, 2025

Core Metrics to Include in Your Framework Here are some essential metrics to consider: First-Call Resolution (FCR) : Measures how often customer issues are resolved in a single interaction. Higher FCR correlates with improved satisfaction and lower repeat calls. How will success be measured?

Best practices 52

Best practices Call Center First call resolution Coaching 52

Balto

JANUARY 18, 2025

Quality Assurance (QA) Analysts The Referees QA analysts make sure every call reflects your companys values and meets compliance standards. Key Focus Areas: Listening to calls and identifying areas for improvement. Ensuring compliance with scripts and regulatory guidelines. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

Quality Assurance (QA) Analysts The Referees QA analysts make sure every call reflects your companys values and meets compliance standards. Key Focus Areas: Listening to calls and identifying areas for improvement. Ensuring compliance with scripts and regulatory guidelines. Flip the script.

Best practices 52

Best practices Call Center Metrics Management 52

Calabrio

MARCH 10, 2025

Measure and Improve Key Metrics: A QA scorecard allows you to track critical performance indicators, such as first-call resolution, average handle time, and adherence to compliance requirements. This ensures that these areas receive greater attention in both evaluation and agent coaching.

Call Center 40

Call Center Coaching Quality management Contact Center 40