Calabrio

APRIL 8, 2025

These core steps in the sentiment analysis process ultimately enable businesses to transform vast amounts of unstructured customer feedback into structured, actionable insights about customer feelings and experiences. In addition to analyzing customer emotions, monitor agent-side language and vocal cues during interactions.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

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. Misinterpretation of metrics leading to poor decisions.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

VocalCom

JULY 29, 2019

Also, be sure to establish whether first contact resolution should take priority over other metrics such as average handling time. Agents should know that they are permitted to spend more time on an interaction if it will help them find a permanent solution. Give every interaction a human touch.

Contact center software 48

Contact center software Average Handle Time Contact Center Customer emotions 48

Calabrio

MARCH 5, 2025

How Customer Experience Analytics Works To truly harness the power of CX analytics, in today’s data-driven landscape, its critical to understand how to transform raw interaction data into relevant, actionable insights. Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

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

But the best agents know how to apply those skills effectively in their role. A new hire who is experienced in face-to-face customer service might not fare as well over the phone at first. How to Teach Soft Skills Training. Agents should know how to ask effective questions so they can get to the heart of the issue quickly.

Call Center 81

Call Center Scripts Contact Center Gamification 81

Calabrio

MARCH 22, 2025

Go Deeper: Related Resources to Explore The Definitive Guide to Call Center Workforce Management Contact Center Forecasting Guide How to Drive Call Center Employee Engagement Managing Contact Center Processes: Strategizing for Operational Efficiency With empowered agents in the right place, your contact center will go far.

Best practices 52

Best practices Contact Center Management Call Center 52

VocalCom

MAY 29, 2017

They may have suggestions as to how call scripts may be revised, what channels need more attention, or how to better assist frustrated customers. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

VocalCom

AUGUST 26, 2019

As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. And how precisely should you use it? But just where should your company look for this information?

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

Eptica

JULY 25, 2018

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. Finding out why customers are behaving in a certain way is just the first step. How to choose the right customer experience platform for your organization.

Metrics 50

Metrics Average Handle Time Best practices Surveys 50

Clarabridge

SEPTEMBER 21, 2017

The primary focus for inbound contact centres is often the service level achieved, perhaps followed by Average Handle Time, Adherence or other measures of productivity and performance. NONE of these metrics instils a ‘customer experience’ mind-set.

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45

Balto

JANUARY 3, 2025

When implemented strategically, call monitoring becomes a growth engine that drives customer satisfaction, boosts agent performance, and aligns customer experience with broader business goals. From key metrics to advanced AI tools, youll discover actionable strategies to elevate both customer and agent outcomes.

Best practices 52

Best practices Call Center First call resolution Coaching 52

Comm100

NOVEMBER 8, 2017

How can you tell who will treat your customers with kindness and compassion – who will work diligently to provide them with the solutions and the support that they are reaching out for? Before you look for expected live chat agents, knowing how much agents do you need is of great importance.

Customer Service 60

Customer Service Average Handle Time Benchmark Personalization 60

NobelBiz

FEBRUARY 21, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time. That is beyond question.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

NobelBiz

FEBRUARY 15, 2023

Also driving this trend is real-time analytics. For example, agents should have real-time access to their average handling time and target performance. If the agent can see which goals they are fulfilling and which require improvement, they may adjust their strategy in real time. That is beyond question.

Call Center 52

Call Center Chatbots Contact Center Cloud contact 52

Balto

SEPTEMBER 12, 2023

In case a customer needs further assistance, the AI chatbot’s integrated call routing capabilities will direct the customer to the best matching agent at the time of the query, contributing to a lower AHT (Average Handling Time). Another convenient self-service option is the knowledge base.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

NICE inContact

AUGUST 27, 2019

Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. 1) Be personal. 2) Be responsive.

Customer emotions 59

Customer emotions CRM Contact Center Average Handle Time 59

ProProfs Blog

MARCH 25, 2020

So, if you’re considering increasing your support system efficiency and want to know more about customer service automation, don’t miss this post. So, if you’re considering increasing your support system efficiency and want to know more about customer service automation, don’t miss this post. What Is Automated Customer Service?

Customer Service 125

Customer Service Chatbots Customer Support Personalization 125