Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Calabrio

FEBRUARY 28, 2025

Benefits of voice analytics McKinseys research shows that traditional customer feedback methods only capture less than 2% of all voice interactions, leading to incomplete and unrepresentative data sets. These findings confirm the need for voice analytics software for full customer insights. See Calabrio ONE in action. Request a demo now.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

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. Even in a remote/hybrid workforce, contact center leaders (if theyre paying attention) can see when their employees are slipping.

Call Center 52

Call Center Benchmark Gamification Contact Center 52

Calabrio

APRIL 8, 2025

However, as sentiment analysis tools have become more advanced, and contact centers themselves have evolved, today sentiment analysis is used to analyze interactions across various channelsas well as to better understand agent sentiment giving businesses insights into both sides of their human interactions at scale.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Calabrio

MARCH 5, 2025

Contact center managers can use these insights to refine processes, update knowledge bases, and provide targeted training to agents. By reviewing recorded conversations and customer feedback, managers can identify areas where agents may need additional support or training to improve their FCR rates.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Fonolo

MAY 7, 2015

Here are 7 great things a successful call center manager does on a daily basis, along with some of our top tips on successful contact center management: 1. Agents are quite literally the mouth and ears of your contact center. So, why not use them as a means of providing feedback? Average Handle Time.

Call Center 126

Call Center Management Contact Center Coaching 126

Calabrio

MARCH 22, 2025

As organizations continue to recognize the all-important role that CX plays in overall business outcomes, contact centers have come under increased focus. Managing Costs: For leaders and managers, it goes without saying that operating contact centers comes at a price. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52