Calabrio

APRIL 24, 2025

GenAI Conversation Intelligence, Sentiment Analysis, & Speech Analytics AI dives deep into the content and context of customer interactions. Speech analytics transcribes calls, while text analytics processes digital channels. Sentiment Analysis Understand the why behind customer interactions.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. But to go with their analytics and sentiment analysis tools, teams need the right strategy.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Connect

SEPTEMBER 30, 2024

The AI advantage As data sits at the heart of transforming every step in the customer journey, investing in AI-enabled data analytic capabilities is crucial for contact centres aiming to create a customer-centric environment where seamless, efficient, and memorable interactions become the norm.

Cloud contact 100

Cloud contact Average Handle Time Customer centricity Analytics 100

Balto

JANUARY 14, 2025

In todays customer-first world, monitoring and improving call center performance through analytics is no longer a luxuryits a necessity. Utilizing call center analytics software is crucial for improving operational efficiency and enhancing customer experience. What Are Call Center Analytics?

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Callminer

AUGUST 6, 2019

Call Center Monitoring: All call analytics which can be tracked and measured are in call center monitoring software. The most sophisticated solutions offer multi-channel text and speech analytics. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

DMG Consulting

AUGUST 26, 2024

GenAI Is Revolutionizing Conversation Analytics View this article on the publisher’s website The conversation analytics IT sector is strong and picking up momentum, due in large part to generative artificial intelligence (genAI)’s contributions.

Analytics 48

Analytics Contact Center Quality management Calibration 48

CSM Magazine

SEPTEMBER 17, 2020

One of these technologies is the use of powerful voice analytics , a form of AI that helps to improve customer experience and help to alleviate pressure on agents and managers. What Is Voice Analytics? Before looking into the benefits of voice analytics, it’s important to understand exactly what this piece of technology is.

Analytics 52

Analytics Customer Experience Average Handle Time Metrics 52

Calabrio

MARCH 22, 2025

Leverage advanced forecasting and scheduling tools Meeting customer demand with optimal efficiency is both art and science. Leverage machine learning and analytics to predict call volume, anticipate changes, and then optimize schedules to minimize wait times and maximize resource utilization.

Best practices 52

Best practices Contact Center Management Call Center 52

Outsource Consultants

JANUARY 24, 2025

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction. For example, a U.S. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Calabrio

OCTOBER 4, 2024

Analytics Why Manual Quality Management is Falling Behind (and what to do about it) Share The Quality Management (QM) landscape is undergoing a rapid transformation as delivering exceptional customer experiences (CX) has become a defining factor of business success. Contact centers are at the heart of this challenge.

Quality management 52

Quality management Management Analytics Contact Center 52

VocalCom

AUGUST 26, 2019

Here are five essential big data sources to look at—and how you can use them to create exceptional customer experiences. Speech and text analytics. Do you understand what motivates your customers to purchase? Web analytics. Customers’ behavior patterns are another key source of big data that your company must consider.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

JULY 29, 2019

Also, be sure to establish whether first contact resolution should take priority over other metrics such as average handling time. Agents should know that they are permitted to spend more time on an interaction if it will help them find a permanent solution. Give every interaction a human touch.

Contact center software 48

Contact center software Average Handle Time Contact Center Customer emotions 48

Eptica

JULY 25, 2018

Reading through qualitative data, such as free text, qualitative, answers was a time-consuming, often manual process making it difficult to accomplish, particularly at scale. Finding out why customers are behaving in a certain way is just the first step. How to choose the right customer experience platform for your organization.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Balto

JANUARY 3, 2025

Modern call monitoring encompasses much moreits about using insights to: Enhance customer loyalty by addressing pain points in real-time. Improve operational efficiency through predictive analytics and pattern recognition. Instead, metrics should paint a holistic picture of customer experience and operational success.

Best practices 52

Best practices Call Center First call resolution Coaching 52

NobelBiz

FEBRUARY 21, 2023

Chatbots: While they cannot replace genuine human interactions, chatbots may automate monotonous duties for your contact center personnel, enabling them to focus on providing an outstanding customer experience. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Chatbots: While they cannot replace genuine human interactions, chatbots may automate monotonous duties for your contact center personnel, enabling them to focus on providing an outstanding customer experience. Improved Data Analytics Data Analytics is increasingly influencing business decisions, which is expected to continue in 2023.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

ROI CX Solutions

DECEMBER 6, 2024

Improved customer and agent experience: AI tools provide a variety of self-service options to customers, as well as providing improved efficiency, real-time coaching, and other contextualizing information to agents. In most cases, customers find that chatbots can effectively solve many of their simpler concerns.

Contact Center 52

Contact Center call center solutions Call Center Chatbots 52

Balto

SEPTEMBER 12, 2023

The transformative shift to digital interactions has changed customer expectations to include 24/7 self-service and personalized and consistent digital experiences across different channels and platforms. Real-time Insights from Balto Reports Balto’s real-time insights and reports have eliminated the guesswork out of customer experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Balto

NOVEMBER 28, 2023

Average Handling Time (AHT): AHT is used to measure the average time it takes an agent to resolve the customer’s problem, from the moment they pick up the phone all the way to finishing their post-call work and note-taking. Not to mention, customer surveys tend to be skewed.

Quality management 52

Quality management Call Center Management Contact Center 52