Calabrio

APRIL 8, 2025

Analytics A Guide to Contact Center Sentiment Analysis & Measurement Jump ahead What is Contact Center Sentiment Analysis? How Does Contact Center Sentiment Analysis Work? In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

MARCH 5, 2025

Analytics What is First Call Resolution? First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. How to Improve (+Examples) Share What is first call resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Noble Systems

SEPTEMBER 29, 2020

WFO is often used by call centers to improve workforce management and agent performance – and in turn, the customer experience. Workforce Management. The Noble Workforce Optimization Suite. Read our 101 Intro to Call Center Software to learn more about common technologies and tools. WFO TERMS TO KNOW. Gamification.

Management 86

Management Gamification Quality management Schedule adherence 86

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM).

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

VocalCom

JUNE 22, 2020

To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

DMG Consulting

SEPTEMBER 30, 2021

The Contact Center WFO Market Is Transforming. The contact center workforce optimization (WFO) suite market, also known as the customer engagement management (CEM) segment, has a 20-year history of executing well in both good and weak economies. August 5, 2021 Donna Fluss.

Contact Center 48

Contact Center Marketing contact center workforce Gamification 48

Calabrio

MARCH 30, 2016

There are mobile and web analytics tools on the market like Mixpanel and Looker which support analysts, product managers and engineers in better understanding the performance of their software and how their users engage with them. The best way to understand consumer behavior is to analyze customer interactions with speech and text analytics.

Analytics 40

Analytics contact center workforce Contact Center Engineering 40

Hodusoft

NOVEMBER 29, 2022

8×8 is a publicly traded contact center technology and VoIP company, which offers 8×8 Contact Center software. French contact center and VoIP solution provider, Odigo offers cloud-based omnichannel Contact Center as a Service (CCaaS).

Contact center software 40

Contact center software Contact Center Interactive Voice Response contact center solutions 40

DMG Consulting

APRIL 5, 2017

Such information could come from the automatic call distributor, CRM, quality management, speech analytics, or performance management solution. The point is that real-time adaptive scheduling should be able to look outside of the WFM application and call upon resources that are not part of the contact center.

Contact Center 48

Contact Center Service level Consulting Consulting 48

Balto

APRIL 20, 2023

We asked our respondents which tools and strategies they’ve taken advantage of to help generate more efficiency in their contact center. The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%). How AI Is Revamping the Contact Center.

Contact Center 52

Contact Center Real estate Transportation Average Handle Time 52