Callminer

OCTOBER 11, 2018

Employee engagement can be tracked by conducting surveys with quantitative and qualitative questions and having individual conversations with employees. Call centers can better leverage this data with on-demand access to a Detailed Returns Analysis. Operational efficiency, particularly focusing on caller forecasting.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Calltools

JUNE 9, 2021

Use innovative monitoring and analysis steps to monitor these top metrics to identify areas of strength and weakness. How many callers hang up before an agent picks up or solves an issue? Here are just a few common ways you can measure customer satisfaction in your operations: Customer surveys. Abandonment Rate.

Metrics 52

Metrics Abandon rate First call resolution Average Handle Time 52

NobelBiz

FEBRUARY 7, 2022

Discover more about The Future of Post-Call Analysis in Contact Centers from our first contact podcast series. Finish by telling the caller that your service is available at all times and encouraging them to contact you if they have any additional questions or requests for information. How can NobelBiz help?

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. Contact Center B: The post-call IVR survey WAS NOT linked to a specific contact center agent.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67