NICE inContact

AUGUST 27, 2019

This isn’t just our idea; it’s backed up by the stats: Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of customers, compared to 33% for companies with weak omnichannel strategies (Aberdeen Group Inc.) KPIs tend to drive the style of customer care a brand provides.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

Return Customer

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. It’s flawed thinking to assume that any customer experience platform can singlehandedly improve customer engagement.

Metrics 89

Metrics Customer Service Average Handle Time Multichannel 89

Outsource Consultants

JANUARY 24, 2025

Modern call recording systems incorporate features such as automatic speech recognition (ASR) and sentiment analysis, allowing supervisors to flag calls based on specific keywords or customer emotions. Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Fonolo

SEPTEMBER 30, 2022

This will improve KPIs in the long run, including Average Handle Time, Customer Satisfaction (CSat), and First Call Resolution (FCR). Something people don’t often think about is how much time and effort is spent managing customer emotions. They should also know when it’s time to escalate to a manager.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. This personalization increased customer retention by 18%.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Eptica

JULY 25, 2018

No wonder that the Temkin Group found that only 24% of companies felt that they were making changes to their business based on their VoC programs. Reading through qualitative data, such as free text, qualitative, answers was a time-consuming, often manual process making it difficult to accomplish, particularly at scale.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Calabrio

OCTOBER 4, 2024

Actionable Insights: Detailed performance metrics allow for drill-down views by agent group or individual, helping managers identify coaching opportunities and performance gaps. Together, these tools offer a comprehensive solution for optimizing both agent performance and the overall customer experience.

Quality management 52

Quality management Management Analytics Contact Center 52