The Northridge Group

MARCH 28, 2022

In our previous post , we discussed the importance of adopting a data-driven analytical approach to move the needle on patient/member experience, enabling higher CMS Stars Ratings and increased bonus payments for Medicare Advantage plan providers. A Success Story. A Three-Pronged Approach.

Healthcare 128

Healthcare Analytics Contact Center First call resolution 128

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 182

Contact Center Analytics Interactive Voice Response First call resolution 182

CX Accelerator

JULY 22, 2019

Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. This form of answering is a simple and convenient way to collect data and look for trends.

Contact Center 174

Contact Center Analytics Interactive Voice Response First call resolution 174

NobelBiz

OCTOBER 22, 2024

Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. This will ensure that a customer query is answered effectively and at the same time maximizing first-contact resolutions. This is because people spend less time holding in queues.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Global Response

FEBRUARY 17, 2025

Key takeaways VoC Data Utilization: Voice of the Customer (VoC) data captures valuable customer feedback across various channels, offering deeper insights into pain points and service gaps to enhance customer support strategies. What is Voice of the Customer (VoC) data?

Call Center 62

Call Center outsourcing First call resolution Best practices 62

Callminer

NOVEMBER 13, 2018

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

First call resolution 260

First call resolution Analytics Sales Metrics 260

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

TeleDirect

MARCH 9, 2025

Better First Call Resolution (FCR) Shorter wait times lead to faster problem-solving. Well-trained agents handling inquiries efficiently reduce repeat calls. Reduce call volume by deflecting routine queries away from live agents. Continuously refine processes to enhance call center efficiency.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

CCNG

SEPTEMBER 11, 2024

Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled experiences.

Contact Center 195

Contact Center Technology CCNG First call resolution 195

Call Center Weekly

OCTOBER 10, 2017

Where we last left off, I discussed how queries are a major aspect of Speech Analytics. Well, the good news is that you are not out of luck and that leads us to part three of “Adventures in Speech Analytics”- Ad Hoc searches. You want to make sure that your confidence rating of your search and data is in an acceptable range.

Analytics 136

Analytics Call Center First call resolution Scripts 136

Callminer

MAY 17, 2018

A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers.

Interactive Voice Response 159

Interactive Voice Response First call resolution Scripts Call Center 159

TechSee

NOVEMBER 27, 2024

Personalization at Scale   AI-driven solutions can analyze customer data to understand individual preferences and behaviors. Proactive Support   Predictive analytics can anticipate customer needs and potential issues, allowing business leaders to proactively offer solutions and prevent problems before they escalate.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Global Response

MARCH 26, 2024

Yet many companies struggle with low first call resolution (FCR) rates. Strategies for improving first call resolution The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. Leverage customer feedback and data analytics.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

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

Callminer

FEBRUARY 5, 2020

Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports. Data-Driven Optimization. Capturing Data to Generate Metrics.

Best practices 251

Best practices Call Center Metrics Surveys 251

The Northridge Group

MARCH 21, 2022

Authored by Daniel Fenton , Director, Enterprise Accounts and Molly Clark , Senior Director, Operational Analytics. It’s every Contact Center manager’s worst nightmare, the customer who repeatedly calls back because their issue has not been resolved to their satisfaction. Northridge’s data-driven Root Cause Analysis process.

Wireless 127

Wireless Contact Center Average Handle Time Analytics 127

SharpenCX

OCTOBER 27, 2021

Contact center leaders turned to customer and agent analytics to catapult performance to new heights. Centricity turned to their customer and agent analytics to see what was really happening in their contact center and to keep employees on track. Centricity’s leadership team uses agent and customer analytics to make better decisions.

Analytics 128

Analytics Coaching Contact Center First call resolution 128

Fonolo

MAY 16, 2023

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential. Analytics are also called key performance indicators or KPIs.

Call Center 91

Call Center Analytics Abandon rate First call resolution 91

Momentum Telecom

FEBRUARY 5, 2025

Thats where real-time call analytics can be a game-changer, unlocking valuable real-time insights from every call. Leaders need to see whats happening on each call right now , not hours or days later. However, this is only possible if your phone system is designed to collect this type of data.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

Call Center Weekly

APRIL 24, 2019

They speak many languages and are versed in different speech analytics solutions. Despite the fact there are some differences in approaches, we can all agree on the one thing, we consistently struggle to get our organizations to understand: you still need to listen to the calls. Very little to none. But, you can change that.

Analytics 175

Analytics First call resolution Education Customer Experience 175

TeleDirect

MARCH 14, 2025

A well-structured call center operation ensures seamless communication, efficient problem resolution, and customer satisfaction. By implementing best practices, businesses can improve their first-call resolution (FCR), reduce wait times, and enhance overall customer engagement. Call abandonment rates.

Best practices 62

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

AWS Machine Learning

SEPTEMBER 23, 2024

This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock. For business leaders, this wealth of data on trends, sentiment, and performance opens up a treasure trove of opportunities.

Analytics 118

Analytics First call resolution Banking Interactive Voice Response 118

TeleDirect

DECEMBER 22, 2024

Top 10 Metrics to Measure Call Center Success Measuring the success of a call center is essential for understanding its performance, identifying areas for improvement, and delivering exceptional customer experiences. Below is a comprehensive guide to the top 10 metrics that help measure call center success.

Call Center 62

Call Center Metrics Abandon rate Interactive Voice Response 62

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. AI super-charges agents. Proactively improve efficiency. About ‘ Connect.

Average Handle Time 66

Average Handle Time Chatbots First call resolution Cloud contact 66

Fonolo

MARCH 16, 2023

Dennis Wakabayashi, CX Expert, Team Wakabayashi: “I see new kinds of data that we’ve never seen before plugging into customer care; digital footprint metrics like number of chats, or number of clicks to the website, or other additional steps in the customer journey. AHT includes hold time, call transfers, and after call work, too.

Contact Center 151

Contact Center Average Handle Time First call resolution Metrics 151

TeleDirect

APRIL 23, 2025

Call centers: Capture detailed claim information on the first call Provide real-time claim status updates Reduce claim cycle times This results in fewer delays, reduced call volume, and a better overall experience. Secure Handling of Sensitive Information Insurance providers manage vast amounts of confidential data.

Call Center 62

Call Center Interactive Voice Response Scripts First call resolution 62

TeleDirect

JANUARY 13, 2025

Redundant Servers and Backups: Ensure uninterrupted service and data protection during outages or technical issues. Analytics and Reporting: Real-time data to monitor performance and identify improvement areas. 24/7 Availability Top call centers operate 24/7 to ensure customers receive support whenever they need it.

Call Center 62

Call Center First call resolution Abandon rate Healthcare 62

TeleDirect

MARCH 15, 2025

US-Based Call Center Services: Why Domestic Support Matters for Your Business US-Based Call Center Services provide businesses with high-quality, reliable, and customer-focused support that enhances customer experience and operational efficiency. GDPR compliance for international data security standards.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

Pointillist

JUNE 15, 2018

In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve customer retention. Hand-picked related content: How to reduce churn using customer journey analytics ]. 10 Steps to Improve Customer Retention with Journey Analytics.

Customer retention 110

Customer retention Analytics Airlines SaaS 110

TeleDirect

APRIL 16, 2025

HIPAA Compliance and Data Security Patient confidentiality is paramount. Your medical call center must be fully compliant with the Health Insurance Portability and Accountability Act (HIPAA). Choose a medical call center that provides detailed analytics dashboards and regular performance reports to help you refine operations.

Call Center 62

Call Center Healthcare Call flow Scripts 62

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise.

Call Center 182

Call Center Analytics First call resolution Metrics 182

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? The speed of response, frequency of queries, and keywords used can provide crucial data.

Analytics 98

Analytics Call Center Contact center software Scripts 98

Fonolo

JANUARY 12, 2023

Most managers also rely on an analytics package (or several, depending on how integrated your software is) to monitor KPIs. As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. Access to next-level analytics . AI is Providing Next-Level Analytics .

Contact Center 138

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

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. Financial Services: Handle sensitive data with strict compliance. Q2: How does TeleDirect ensure data security and compliance?

Interactive Voice Response 62

Interactive Voice Response Abandon rate Healthcare Multi-channel support 62

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. Strategy 3: Implement a Data-Driven Approach The third strategy for maximizing your contact center’s potential is to implement a data-driven approach.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156