Fonolo

MARCH 16, 2023

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

ShepHyken

JULY 11, 2022

Implement These 5 Customer Experience Analytics to Upgrade Your Call Center by Emily Gregor. Aircall) Data used in customer experience analytics can be drawn from any interaction between an organization and its customers. Here’s a question (and an answer): What metrics should we use to gauge success?

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

Callminer

MAY 26, 2020

First Response Time (FRT) makes this critical caller waiting period clear enough to act on, ensuring you can positively impact the customer journey and experience at the very first touchpoint. For more information on the customer experience, download our white paper, The CX Pro’s Guide to Speech Analytics. Average Handle Time.

Call Center 340

Call Center Metrics Average Handle Time First call resolution 340

Global Response

OCTOBER 15, 2024

This article will explore the benefits of omnichannel outsourcing and how to effectively communicate with customers across various channels in an omnichannel contact center and adapt to their changing preferences. What is an omnichannel contact center? Keep reading to understand the different types of contact centers.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

ROI CX Solutions

DECEMBER 16, 2024

Reading Time: 12 minutes Table of contents Introduction The holiday season has arrived! While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Calabrio

FEBRUARY 14, 2025

Workforce Management Optimize Contact Center Efficiency: How to Balance Cost & Quality Share Solving the cost-quality equation: how to optimize contact center efficiency Every contact center faces a version of the classic business dilemma: how to deliver excellent service while keeping operational costs under control?

Contact Center 52

Contact Center Average Handle Time Upselling Coaching 52

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. Average Handle Time (AHT) : This measures how long agents spend on calls, including after-call work.

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

TechSee

APRIL 2, 2019

Today’s contact centers face a daunting challenge. From speech recognition and voice analytics to neuro-linguistic programming, they seek to solve customer’s problems by telling them what to do. Computer Vision AI – Reinventing the Contact Center. However, most of these innovations revolve around language.

Contact Center 174

Contact Center Average Handle Time B2C B2B 174

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Best practices 52

Best practices Contact Center Management Call Center 52

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Access to next-level analytics . Improved contact center operations .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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

Fonolo

JUNE 9, 2020

Is your contact center providing the best customer experience possible? One of the most challenging aspects of running a contact center is managing your team. Metrics for Evaluating Contact Center Agent Performance. Average Handle Time (AHT). Where should you begin? TIP: Don’t overdo it!

Contact Center 129

Contact Center Average Handle Time First call resolution Metrics 129

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?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Advantage Communications

MARCH 9, 2021

On top of that, however, they also need to focus on analytics. Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences.

Average Handle Time 98

Average Handle Time Analytics Technology Customer Service 98

Callminer

FEBRUARY 4, 2021

To learn more about how call centers can address customer vulnerability, we reached out to a panel of call center experts and business leaders and asked them to answer this question: “How can contact centers address increased customer vulnerability?”. One thing contact centers need to get better at is…”.

Call Center 345

Call Center Contact Center Finance Consulting 345

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 . Enable predictive routing based on contact center forecasting .

Analytics 83

Analytics Contact Center Average Handle Time Metrics 83

Hodusoft

NOVEMBER 6, 2024

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success.

Best practices 52

Best practices Contact Center Contact center software Abandon rate 52

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . Call center development is an essential subset of any overall business development plan.

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

BlueOcean

MARCH 11, 2025

Maybe youre all too familiar with the way your contact center seems to be a black hole of data. It tells us that the issue isn’t with agent performance, but rather with underlying factors like root causes driving contact volume or processes and policies that constrain our ability to resolve customer issues.

Customer Experience 62

Customer Experience Calibration Average Handle Time Metrics 62

The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

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

Hodusoft

MARCH 26, 2025

The Complete Guide to E-commerce Contact Center Success with HoduSoft E-commerce companies have revolutionized the way people purchase products, as well as services. E-commerce companies (their contact centers, in particular) face certain unique challenges while delivering customer service. Here are some of those: 1.

Contact Center 52

Contact Center Contact center software Interactive Voice Response contact center solutions 52

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

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. Think training is a one-time requirement for your agents?

Call Center 176

Call Center Construction Average Handle Time First call resolution 176

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. Contact centers especially struggle with how to train, manage, and engage agents properly. Personalize their training. Recognize their efforts.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

NobelBiz

DECEMBER 3, 2024

Forecasting in call centers helps today’s contact centers achieve high efficiency and customer satisfaction while keeping running costs low. Call centers predict future call volumes and other metrics so demand can be better met and good service levels can be maintained with optimized resources.

Call Center 52

Call Center Workload forecasts Average Handle Time Contact Center 52

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. They are processing data across channels, including recorded contact center interactions, emails, chat and other digital channels.

Analytics 120

Analytics Interactive Voice Response Average Handle Time Contact Center 120

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Are the tools easy to use?

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? Learn more about Balto AI’s solutions here.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Global Response

MARCH 24, 2025

In an era of empowered customers, contact center knowledge management enables agents to seamlessly access relevant content to quickly resolve customers’ issues. In other words, a KMS reinforces the general call center’s mantra of delivering timely and efficient customer support.

Call Center 62

Call Center Management Abandon rate outsourcing 62

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

Calltools

MAY 3, 2023

5 Tips to Enhance Agents’ Experience Your contact center agents’ experience is just as important as your customers’ experience. Utilize Text Analytics Tools Are you analyzing agent performance with text analytic tools ? To implement text analytics successfully: Analyze the most apparent issues first.

Contact Center 98

Contact Center Coaching Average Handle Time Analytics 98

teleopti

JULY 1, 2019

If you have been in a situation where you hear these questions, perhaps from your manager or a client, then you know the value of solid reporting and analytics. Let’s discuss how contact centers can address the questions above from the perspective of the WFM analyst and contact center management.

Contact Center 80

Contact Center Analytics Average Handle Time Self service 80

Fonolo

JULY 29, 2021

While call center agents rely on hard skills — or technical skills — to handle contact center technology, call center soft skills are just as critical for success. Contact center agents develop soft skills through their own life experiences, and use them to provide a positive, customer experience.

Call Center 174

Call Center Average Handle Time Contact Center Analytics 174