Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. What is voice analytics? What is voice analytics? It delves deeper into the emotional and contextual layers of speech.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

AWS Machine Learning

OCTOBER 16, 2024

In this post, we demonstrate how the CQ solution used Amazon Transcribe and other AWS services to improve critical KPIs with AI-powered contact center call auditing and analytics. Additionally, Intact was impressed that Amazon Transcribe could adapt to various post-call analytics use cases across their organization.

Customer Service 88

Customer Service Scripts Coaching Finance 88

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. What advanced features should your strategy include?

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Dig into this guide on CX analytics and learn how you too can unearth game-changing CX insights.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

TechSee

NOVEMBER 27, 2024

This reduces wait times and improves overall efficiency. Proactive Support   Predictive analytics can anticipate customer needs and potential issues, allowing business leaders to proactively offer solutions and prevent problems before they escalate. 40% reduction in average handle time (AHT).

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Calltools

JANUARY 10, 2024

Average handle time (AHT) is an important metric call center agents use to measure how much time it takes to interact with a customer. This metric measures the average length of time on the phone with the customer and includes the wait time and time spent on agents after the call has been completed.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Call Center 52

TeleDirect

MARCH 9, 2025

Train Agents for Speed and Efficiency Teach effective call-handling techniques to resolve issues quickly. Reduce Average Handle Time (AHT) Without Sacrificing Quality Use call monitoring software to identify and remove inefficiencies. Implement AI-driven analytics to predict call trends and adjust resources.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Fonolo

MARCH 16, 2023

I think the more companies focus on customer care analytics over marketing analytics, the better. Average handle time (AHT) Average handle time computes the average duration of an entire customer transaction. AHT includes hold time, call transfers, and after call work, too.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

AWS Machine Learning

NOVEMBER 15, 2023

Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all. The CCI Post-Call Analytics (PCA) solution is part of CCI solutions suite and fit many of the identified requirements.

Analytics 117

Analytics Interactive Voice Response Average Handle Time Contact Center 117

Connect

APRIL 14, 2025

In this way, AI augments contact centre capacity to support higher call volumes and serves as a tool to process calls faster, reducing average handling times (AHT) and improving first-call resolution (FCR) rates. This ensures optimal resource allocation and avoids long wait times to maintain customer service levels.

Average Handle Time 66

Average Handle Time Chatbots First call resolution Cloud contact 66

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. This can be achieved if all agents are trained on both campaigns so that the queue hold time can be reduced. Re-visiting key performance metrics : When thinking about a call center and metrics, we mainly focus on Average Handle time (AHT) or average talk time.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

BlueOcean

MARCH 11, 2025

When we layer these different metrics together in our analysis tool, along with traditional metrics like average handle time, we can paint a complete picture of what’s really happening in customer interactions. It takes work to make conversation intelligence tools truly intelligent.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

Aspect

MARCH 10, 2020

Analytics can serve as a bridge to not on ly understand but also improve both agent and customer satisfaction. . Run more accurate staffing forecasts that put the right agents in the right place at the right time to effectively manage customer traffic . Analytics can help you provide customers with b etter e xperiences.

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

TeleDirect

DECEMBER 22, 2024

Effective call center analytics rely on tracking the right metricsthose that align with business goals and customer satisfaction. How to Measure: FCR Rate = (Issues Resolved on First Contact / Total Issues Handled) 100 2. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Metrics 62

Metrics Call Center Abandon rate Interactive Voice Response 62

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). If you don’t already have a system to track agent performance , it’s time to make the upgrade. It can be easy to get caught up in the analytics and metrics of performance.

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Contact center software Scripts 98

ShepHyken

NOVEMBER 30, 2018

Alternatively, dissect average handle time for your agents’ phone conversations. If the majority of handle time for a particular issue is spent on “qualification” rather than “resolution” or “connection,” the issue is likely a simple transaction that does not benefit from a live agent conversation.

Abandon rate 258

Abandon rate Journey mapping Average Handle Time Customer centricity 258

Callminer

JUNE 21, 2017

The advantage is that this information is accessible by staff members at all times so they can learn at their own pace and get the most from the training. Providing data, metrics and analytics. An increase in the sophistication and usage of call center analytics software has helped to make training more effective. Role-playing.

Best practices 174

Best practices Call Center Morale Coaching 174

TeleDirect

MARCH 14, 2025

Average handle time (AHT). Use analytics tools to track customer sentiment trends. Ensure Compliance and Data Security Customers expect their personal information to be handled safely and securely. Important call center metrics to monitor: First-call resolution (FCR). Customer satisfaction scores (CSAT).

Best practices 62

Best practices Call Center Multi-channel support First call resolution 62

NobelBiz

DECEMBER 3, 2024

Average Handle Time Average handle time (AHT) is a key metric measuring customer interaction duration. Regular data audits and integration of comprehensive analytics tools help maintain data integrity. Examples include workforce management systems and predictive analytics platforms.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Call center analytics provide valuable insights that can help organizations improve their operations and customer experience. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Callminer

APRIL 20, 2018

As your customers demand to address less complex issues with self-service , for example, you should adopt self-service analytics using business intelligence to analyze self-service interactions via interactive voice response (IVR), self-service websites, and chatbots. Closely Monitor the Performance of Your Processes and Technologies.

Best practices 186

Best practices Contact Center Customer Experience Interactive Voice Response 186

Callminer

JULY 16, 2018

Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. As more employers discover that remote opportunities don’t just benefit the employee, the popularity is expected to grow. Personalize their training.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

TeleDirect

APRIL 3, 2025

Real-Time Analytics and Reporting: Gain insights into call performance and customer behavior. Secure Data Handling: Protect customer information with PCI DSS and HIPAA compliance. Interactive Voice Response (IVR): Directs customers to the right department without manual intervention.

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

Callminer

FEBRUARY 23, 2017

However, this can be difficult to do when worrying about average handle time and resolving the call quickly. In addition, speech analytics software can help managers understand and measure their agents’ empathy. Customers feel heard when agents employ active listening techniques.

Call Center 140

Call Center Average Handle Time First call resolution Contact Center 140

Myra Golden Media

APRIL 11, 2023

This can involve integrating your CRM system with your chatbot or virtual assistant or integrating your speech analytics tool with your quality assurance program. This involves using data and analytics to make informed decisions about your contact center operations and customer service strategy.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

TeleDirect

MARCH 20, 2025

Data-Driven Insights Leverage analytics to spot patterns and trends from audited calls. Reduce average handling time (AHT) without compromising quality. Data-Driven Decision Making: Use analytics to shape strategy and operations. Highlight strengths while addressing areas needing improvement.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

ROI CX Solutions

DECEMBER 16, 2024

To forecast effectively, you can rely on two powerful approaches: analyzing historical data and leveraging AI and analytics for proactive planning. Use historical data for forecasting Historical data refers to information your contact center has collected over time from customer interactions and agent activities.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

NobelBiz

JANUARY 28, 2025

Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work. While shorter times are ideal, quality shouldnt be sacrificed for speed. Use tools like customer relationship management (CRM) systems and call center analytics platforms to collect performance data.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

CCNG

MAY 30, 2024

If your platform produces amazing forecasts but no aligned schedules, then you likely have a data analytics platform and not a WFM platform. Various Shrinkage Categories Volume and handle time will get you to a base workload, but your platform needs to account for occupancy and shrinkage to get a true understanding of needed FTEs.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

Calabrio

FEBRUARY 14, 2025

Monitor KPIs for balance Tracking and analyzing KPIs such as CSAT, FCR, average handle time (AHT), and cost per contact can help contact centers identify trends and adjust strategies accordingly. This data-driven approach ensures that quality standards are met while keeping expenses in check.

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

TeleDirect

DECEMBER 22, 2024

Analytics Tools : Track performance and gather insights for continuous improvement. Average Handle Time (AHT) : Tracks the efficiency of call resolution. A: Inbound call centers can gather feedback through post-call surveys, direct interactions, and analytics tools.

Call Center 62

Call Center Technical Support Healthcare Abandon rate 62

Connect

APRIL 23, 2025

These AI-driven tools provide instant responses, reducing wait times and improving customer satisfaction. Predictive analytics Predictive analytics tools use AI to analyse historical data and amongst other things anticipate and pre-empt customer needs and call volumes.

Customer Service 52

Customer Service Average Handle Time Chatbots Self service 52

Balto

MARCH 17, 2025

By analyzing conversation patterns, tracking sentiment in real-time, and equipping agents with instant guidance, smart call centers optimize both efficiency and emotional connectiondriving long-term customer loyalty. Modern analytics platforms examine everything from call volume patterns to customer sentiment.

Call Center 52

Call Center Customer Experience Average Handle Time Analytics 52