The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. According to a recent study, 52% of U. Leveraging data analytics to improve FCR rates is critical for achieving this objective. More importantly, customer dissatisfaction leads to customer churn.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

Fonolo

JANUARY 12, 2023

Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. Access to next-level analytics . Improved agent experience .

Contact Center 138

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

Interactions

APRIL 2, 2025

Deep Dive Data Analytics With AI able to transcribe and summarize every interaction at scale, it also becomes easier to derive insights from your customer service interactions. Interactions offers an easy-to-use and thoroughly comprehensive view into your IVA data. million agent minutes in one year.

Self service 62

Self service Average Handle Time Upselling Contact Center 62

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

HGS

APRIL 24, 2018

According to a NICE inContact study, customers rated customer service 17% lower on average than businesses rated their own success meeting customer needs. In fact, less than half of consumers are satisfied with their experience, whereas more than half of businesses say they are doing well, the study found.

Customer Service 100

Customer Service Average Handle Time Self service Benchmark 100

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Average Handle Time Metrics Customer Experience 59

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Again, it requires certain research on your leads.

Call Center 561

Call Center Metrics Contact Center Wait times 561

NobelBiz

FEBRUARY 25, 2025

Average Handling Time (AHT) optimizing the time spent on each call. AI-Powered Speech and Text Analytics AI enables deeper insights into customer interactions by analyzing spoken and written communication in ways that traditional monitoring cannot. Provide live assistance to agents ,improving issue resolution.

Quality management 52

Quality management Call Center Management Coaching 52

TechSee

AUGUST 26, 2024

Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. AI-powered analytics offer valuable insights into call center operations.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Calabrio

FEBRUARY 27, 2025

Average Handle Time (AHT): Tracks the average duration of a customer interaction. Average Speed of Answer (ASA): Measures how quickly calls are answered. After-Call Work (ACW): Tracks the time agents spend on post-call tasks.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Calabrio

MARCH 11, 2025

Automate performance evaluation: AI-driven QA scorecards and analytics streamline the evaluation process, freeing up managers to focus on coaching and development. A recent Calabrio study found just 22% of agents get one-on-one feedback on a weekly basis. However, feedback shouldnt be a one-way street.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Natalie Petouhof

SEPTEMBER 1, 2015

last year, Salesforce launched Analytics Cloud, powered by the Wave Platform, to reimagine the entire analytics process end-to-end, and empower business users to explore any data and uncover new insights on any device. And earlier this year, Salesforce expanded its Analytics Cloud portfolio with Wave Analytics Apps.

Analytics 63

Analytics Average Handle Time Call Logging Best practices 63

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. Get Omnichannel Contact Center Support Omnichannel contact center benefits Studies have shown that customers who receive good customer care are 3.5x Do I need an omnichannel contact center?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Hodusoft

JULY 19, 2023

Improved Efficiency and Productivity: The software streamlines call handling processes, automates repetitive tasks, and optimizes agent workflows to maximize operational efficiency. Agents are able to handle more calls in less time, enabling enhanced productivity. Prioritize features that meet your precise business needs.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

DMG Consulting

MARCH 2, 2021

While studies have shown that in normal times the percentage of difficult interactions (“conversations”) is less than 5% in most verticals, in troubling times, like during a pandemic, the percentage has been much higher. . Learn more at www.dmgconsult.com. Subscribe to the Free DMG Newsletter.

Average Handle Time 93

Average Handle Time Contact Center Coaching Enterprise 93

JustCall

DECEMBER 12, 2022

Multi-channel platform 24×7 Support CRM Integration with all CRM systems Speech analytics Live call monitoring/whispering and barging Call distributed equally between agents Single solution for handling large call volumes. It saves time bringing down the average handling time (AHT) of each call.

Interactive Voice Response 52

Interactive Voice Response call center software Multichannel CRM 52

Fonolo

DECEMBER 6, 2022

In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. . AHT: Similar to FCR, average handle time (AHT) points to our call center’s productivity. Use technology like speech analytics .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Hodusoft

SEPTEMBER 21, 2022

A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t. Outbound calling software comes loaded with analytics and reporting features. Here’s a list of metrics outbound call centers must focus on to bring efficiency: Average handling time.

call center software 96

call center software Call Center CRM Average Handle Time 96

3CLogic

APRIL 13, 2022

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. What It Takes To Effectively Use Advanced Contact Center Analytics.

Contact Center 52

Contact Center Analytics Abandon rate Average Handle Time 52

Outsource Consultants

JANUARY 14, 2025

This includes advanced call management systems, customer relationship management (CRM) software, and analytics tools. A study by Invoca revealed that contact center turnover is high and agent job satisfaction directly impacts customer satisfaction. Cloud-based contact center solutions stand out as a prime example.

Contact Center 67

Contact Center Average Handle Time Coaching First call resolution 67

Outsource Consultants

FEBRUARY 27, 2025

Speech analytics software now detects customer sentiment in real-time, allowing supervisors to intervene in challenging calls promptly. Advanced Analytics for Performance Tracking Performance tracking has evolved beyond basic metrics like average handling time.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

SoliCall

FEBRUARY 18, 2020

Average Handle Time. According to this case study once the noise has been removed the AHT was reduced by 2%. The answer is positive and there are many studies showing this. More and more call centers deploy speech analytic technologies like speech to text and emotion detection.

Contact Center 64

Contact Center Outbound sales Average Handle Time Call Center 64

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

Outsource Consultants

JANUARY 28, 2025

Data-Driven Insights & Analytics Advanced reporting and analytics tools provide invaluable insights into customer behavior, agent performance, and operational efficiency. Features such as speech analytics help identify customer sentiment and common issues, enabling businesses to proactively resolve problems before they escalate.

Enterprise 67

Enterprise Contact Center Average Handle Time contact center solutions 67

TechSee

JUNE 25, 2019

Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. High-level data analysis. Process improvements. CLV optimization.

Technology 122

Technology Customer Service Gamification Contact Center 122

Outsource Consultants

JANUARY 8, 2025

A study by Deloitte revealed that two years ago, 70% of surveyed executives indicated cost was a primary reason for outsourcing. A Deloitte study revealed that 70% of companies cite cost reduction as a primary reason for outsourcing. Each objective demands a unique approach and expertise from your BPO provider.

Call Center 67

Call Center outsourcing Business Process Outsourcing Average Handle Time 67

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.

Analytics 52

Analytics Interactive Voice Response Average Handle Time Employee engagement 52

NobelBiz

FEBRUARY 22, 2023

This article focuses on the crucial role of customer data analytics in contact center performance and customer experience. Table of Contents show What is Customer data analytics? Customer data analytics uses customer behavior data to assist in crucial business decisions through market segmentation and predictive analysis.

Analytics 52

Analytics Contact Center Call Center call center workforce 52

NobelBiz

DECEMBER 19, 2023

Read the case study or watch the video ! By integrating CRM systems, intelligent routing algorithms, and automated ticketing systems, call centers ensure prompt and efficient handling of customer queries. Real-time monitoring and analytics identify and address bottlenecks, streamlining the escalation process.

Call Center 105

Call Center Management Contact Center Wait times 105

Outsource Consultants

MARCH 4, 2025

Data-Driven Performance Improvement with Manila Call Center Efficiency Data analytics serves as a powerful tool for enhancing call center efficiency. Data analytics for call center performance improvement typically include real-time monitoring, call recording and analysis, regular performance coaching, and customer satisfaction tracking.

Call Center 67

Call Center Gamification outsourcing Chatbots 67

Outsource Consultants

APRIL 2, 2025

For instance, a center experienced in healthcare will better handle sensitive patient information and comply with HIPAA regulations. A Deloitte study found that 68% of businesses consider industry-specific knowledge a top factor when choosing a call center partner. Leading call centers typically review 5-10% of all calls for quality.

Call Center 67

Call Center First call resolution Average Handle Time outsourcing 67

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. Explore how AI is transforming customer service with cutting-edge analytics.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

SharpenCX

NOVEMBER 5, 2019

In fact, research on Fortune 1000 companies found increasing data usability by only 10% led to an average of $2B in revenue growth for the companies each year. And, the same study found reducing time and effort to put context behind user data by 10% made employees more productive company-wide. Rinse and repeat.

Call Center 98

Call Center Customer Experience Contact Center Metrics 98

Outsource Consultants

FEBRUARY 5, 2025

A study by the Rain Group found that companies excelling at lead generation produce 50% more sales-ready leads at a 33% lower cost per lead. Scalability and Flexibility Outsourced call centers can quickly adjust staffing levels to handle seasonal peaks or business fluctuations, eliminating the need for maintaining a large permanent team.

outsourcing 67

outsourcing Call Center Sales Gamification 67

Call Design

SEPTEMBER 21, 2021

A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace. Data Analytics. Average speed to answer. Average handle time. Average after work time. Metrics include: • First call resolution. Customer satisfaction rate. Schedule adherence.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Calabrio

MARCH 7, 2025

Workforce Engagement How to Combat Call Center Agent Attrition Share You know the signs: increased average handle time (AHT), increased irritation, productivity decline. Contact center industry averages vary. However, one study found that, in 2022, the average turnover rate reached as high as 38%.

Call Center 52

Call Center Benchmark Contact Center Gamification 52