Calabrio

FEBRUARY 28, 2025

And in the realm of the contact center, both terms fall within the scope of interaction analytics solutions and conversation intelligence. The role of AI in voice analytics AI is now already responsible for no shortage of innovations in an array of industries, including in the contact center. 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

MARCH 5, 2025

As you measure, and attempt to optimize, your contact centers first call resolution rate, its crucial to keep benchmarks and industry standards in mind. Research from the SQM Group finds that the average FCR across all industries is about 68%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Fonolo

MAY 7, 2015

And that involves everything from deciding operational strategies, analyzing and developing call center technology and processes, meeting the financial objectives of the call center, and recruiting, training, and administering all employees. Oh, and don’t forget staying abreast of the latest contact center industry news.

Call Center 126

Call Center Management Contact Center Coaching 126

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 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52