Jon Arnold

OCTOBER 16, 2020

Details are here , and I’ll be joined by Heather Barrow of Eventus , as she shares highlights from her recent white paper about this topic – it’s quite good, and you should give it a read. Telephony was still largely analog and call recording capabilities were limited, so there wasn’t much in the way of metrics.

Big data 98

Big data Contact Center Analytics Metrics 98

8x8

MARCH 17, 2019

For example, artificial-intelligence infused speech analytics and quality management can add value for every department in your company. Speech Analytics Benefits Outside the Contact Center. Speech Analytics Benefits Outside the Contact Center. ” Movement Mortgage & Speech Analytics. The Future is Here.

Analytics 91

Analytics Contact Center Enterprise Quality management 91

Callminer

FEBRUARY 4, 2021

Download our white paper, The Vulnerability Blueprint: How to Identify, Support and Retain Vulnerable Customers , to learn more about how your organization can identify and support vulnerable customers. Now more than ever, organizations need to actively manage the Average-Speed-of-Answer (ASA) metric.

Call Center 345

Call Center Contact Center Finance Consulting 345

Callminer

NOVEMBER 18, 2020

If you’re looking for ways to boost your agents’ performance, check out our white paper, Using Gamification to Improve Contact Center Performance. Examples include call recording, speech analytics and real-time monitoring. Best practice examples include: Hire, train, motivate, and retain top talent.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. That requires involvement in process design and improvement, workload planning and metric and KPI analysis. AmraBeganovich.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Callminer

MARCH 9, 2020

Integrate wider analytics tools into your scheduling solutions for better operational insights. “With integrated analytics software you’ll be able to better forecast agent numbers. Analytics data will be able to show you things like call volume trends, topics of calls, quality of calls and more. .”

Best practices 182

Best practices Call Center Analytics Metrics 182

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Over 80% of respondents said there will be an increase in the use of interaction analytics, continuing a trend that has seen growth in use of this tech from 9.2%

Contact Center 99

Contact Center Call Center Self service Surveys 99

Callminer

SEPTEMBER 23, 2020

Speech analytics tools like CallMiner Eureka , for instance, allows call center managers to monitor outbound calls for language patterns, indicators of customer sentiment, and other factors that provide insight into performance. Keep metrics in mind and up to date. Leverage speech analytics software for ongoing training and coaching.

Best practices 182

Best practices Call Center Outbound sales Telemarketing 182

ConvergeOne

AUGUST 9, 2022

To minimize wait time and time-to-resolve metrics amid such chaos, contact center managers must schedule not only to cover expected call volume and other key performance indicators, but also to maintain targeted skill ratios. Download the full white paper below. Can’t wait? Where workforce engagement technology is headed.

Management 71

Management Contact Center Metrics Wait times 71

Monet Software

JANUARY 6, 2020

This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year. It’s all a matter of call center metrics. Download it today.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Help Scout

AUGUST 11, 2021

Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. That includes: White papers. Tip sheets. Shep Hyken.

Customer Service 82

Customer Service Coaching Education Best practices 82

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. The role of a call center manager is complex and challenging. William Taylor.

Call Center 182

Call Center Management Scripts Coaching 182

Vonage

MARCH 26, 2018

Businesses can use this data to hone in on more customer-centric metrics, such as “did you really solve the customer's problem” and “how did the experience make them feel?” Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Education Services Group

JULY 30, 2018

THE GOLDILOCKS SWEET SPOT: QUALITY METRICS + INVESTED ANALYSIS. Evaluate your analytics from new perspectives and dig deeper into them. As you do that, new metrics will emerge to track conversions and successes. Download our white paper, Success Through Segmentation. It’s easy to miss segmentation issues.

Metrics 53

Metrics Analytics Accountability Best practices 53

Transparent BPO

JANUARY 14, 2020

Deriving value from all that information will demand the use of advanced analytics that integrate data across channels and link insights to action , capabilities many contact centers currently lack. Ten years ago, Average Handle Time and Cost per Call, both contact center-focused metrics, were the top KPIs. KPIs will change.

Contact Center 62

Contact Center outsourcing Average Handle Time First call resolution 62

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

Brand ambassadors 62

Brand ambassadors Contact Center contact center workforce contact center solutions 62

Callminer

APRIL 23, 2019

By removing all sensitive data without sacrificing the context of conversations, companies can get the full benefits of customer engagement and speech analytics solutions to boost customer service and agent performance while simultaneously maintaining compliance.

Best practices 159

Best practices Call Center Banking Contact Center 159

Fonolo

APRIL 24, 2018

They commissioned Zogby Analytics to ask questions about the modern customer experience to two distinct groups: consumers and business decision makers (BDMs). Over 80% of respondents said there will be an increase in the use of interaction analytics, continuing a trend that has seen growth in use of this tech from 9.2%

Contact Center 57

Contact Center Call Center Self service Surveys 57

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Multichannel 56

Multichannel Contact Center Big data Metrics 56

Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

Automotive 73

Automotive Best practices Banking Customer emotions 73

Education Services Group

SEPTEMBER 4, 2018

Usage metrics are critical indicators of how well your products are helping customers achieve their desired outcomes, which in turn influences your customer retention strategy. Analytics in the Product is the Answer ( Christine Clevenger ). “To If your pricing strategy changes, then the analytics in the product needs to change, too.

Customer retention 49

Customer retention Management Analytics Metrics 49

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

JustCall

MAY 12, 2021

Case Studies and White Papers . Case studies, white papers, competitor research, testimonials , and other vital intelligence come in handy when pitching your products to clients. You can also access all the analytics behind the call activity. Analytics and Reporting. Call Center Analytics .

Sales 52

Sales call center software Scripts call center solutions 52

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica.

Management 207

Management Customer Service Consulting Consulting 207

Infinity

APRIL 10, 2018

First, it’s essential to understand what potential clients are looking for when they turn to the web – something analytics can make clear for you. Analytics and call tracking are great ways to distinguish which campaigns and strategies have and are generating the most responses. Know what’s worked in the past. Take on PPC advertising.

Automotive 49

Automotive Advertising Best practices Analytics 49

Callminer

MARCH 6, 2020

Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Michael Mancinone. peoplogica.

Management 182

Management Customer Service Consulting Consulting 182

Liveops

DECEMBER 27, 2018

These curated items include some of our most-read posts along with white papers call center leaders will appreciate. Customer Contact Week’s white paper provides clear-cut strategies for better performance. One suggestion is to use speech and text analytics for understanding what customer satisfaction and increased sales.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Learn more.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Cincom

OCTOBER 14, 2020

Data has been the essential raw material used to identify market segments, market size, audience, buyer preferences, message content, contact qualification and all the other metrics and values required to market a product. The tough part is analytics.

Marketing 52

Marketing Call Logging Analytics Enterprise 52

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Multichannel 40

Multichannel Contact Center Big data Metrics 40

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

Connecting the Dots

APRIL 3, 2024

Download the PDF version of this White Paper RETHINKING THE CURRENCY OF THE EMPLOYEE EXPERIENCE AS MEANINGFUL WORK & INTERNAL SERVICE FRUSTRATIONS By: John Goodman, Scott Broetzmann, and Ted Nardin “The annual employment survey needs to be retired. The reason companies do these surveys…remains as important as ever.

Surveys 62

Surveys Best practices Feedback Calibration 62

CSM Magazine

JANUARY 12, 2021

Whenever a new iteration of the AI tool is released, remember to monitor key metrics that reflect and reinforce your original goals such as ‘What % of users engage with the assistant?’, ‘What are the most popular topics?’ How many visitors request transfer to a live agent?’ Your pathway to AI success starts with this 5-step checklist.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. Also, learn to listen more carefully by using advanced analytics that can suss out nuances in interactions to help you identify sentiment and trends. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

CSM Magazine

JUNE 7, 2023

To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value. Always share your goals and progress through sustainability reports and social impact metrics to demonstrate your accountability.

Feedback 52

Feedback Customer centricity Best practices Personalization 52