Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? In essence, it tracks how often a customer’s problem is solved without the need for follow-up calls, emails, chats, or other interactions. As SQM Group data suggests, industry-specific FCR averages can vary significantly, from 39% to 91%.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Calabrio

APRIL 24, 2025

AI-Powered, Automated Quality Management Manual quality assurance, typically covering only 1-3% of interactions, is being revolutionized by automated quality management. Calabrio’s AI-powered automated quality management analyzes 100% of interactions against your specific, customizable scorecards.

Contact Center 52

Contact Center Customer Experience Coaching Self service 52

Calabrio

FEBRUARY 27, 2025

Agent Performance: How well agents adhere to schedules and contribute to operational tasks. How to Calculate Call Center Productivity: What are the Best Ways to Measure Productivity? Ultimately, how to calculate productivity will depend on your particular organizations objectives.

Call Center 52

Call Center Metrics Gamification Contact Center 52

Talkdesk

SEPTEMBER 18, 2020

A well-organized knowledge base with easy findability and searchability helps agents access the right information at the right time for accurate and timely resolutions. Leverage quality management Quality audits and feedback management gets tricky while agents are working from home.

Management 116

Management Average Handle Time First call resolution Self service 116

Calabrio

MARCH 11, 2025

Conduct comprehensive training sessions that not only explain the QA process but also demonstrate how to use the tools effectively. While it can be tough to carve on one-on-one time, offering consistent and constructive feedback is vital for agent development. Transparency and clarity are paramount for agents to perform at their best.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

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. Improved performance management and agent empowerment. increase in annual top-line revenue.

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Calabrio

MARCH 22, 2025

Aspects of Oversight and Optimization Contact center management, or call center management, is the strategic orchestration of all elements within a customer interaction hub to ensure optimal efficiency, customer satisfaction, and business outcomes. Managing Technology: The contemporary contact center is an increasingly digital place.

Best practices 52

Best practices Contact Center Management Call Center 52

SharpenCX

MARCH 4, 2020

To build call center improvement strategies for a better CX, put coaching and quality management into your daily routine. Daily quality management drives better performance and experiences for agents (and customers). Learn more about how to format reports and dashboards for a positive agent mindset. .

Call Center 84

Call Center Feedback Coaching Average Handle Time 84

Playvox

MARCH 19, 2024

It is influencing what we see on social media and when researching “how to” at work. According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

NICE inContact

SEPTEMBER 5, 2018

Contact center managers know that quality monitoring and management is necessary to maintain or improve Customer Satisfaction (CSAT). It can be difficult, however, to tie contact center contributions to CSAT and then to resulting dollars, making it even more difficult to justify needed quality management investments.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

Calabrio

APRIL 8, 2025

This allows you to understand how customers truly feel across the board, not just the opinions of those motivated enough to respond to a survey. Optimize Agent Performance, Coaching, and Quality Management Traditional KPIs like average handle time (AHT) or first-call resolution (FCR) don’t always paint a complete picture.

Contact Center 52

Contact Center Best practices Coaching Analytics 52

NICE inContact

JUNE 5, 2019

However, every day in the contact center, supervisors and managers send incomplete messages to their agents, failing to prescribe what “medicine” is needed to correct their performance problems. So how can you effectively “treat” your contact center with invaluable coaching medicine? Select the Right QM Platform.

Coaching 54

Coaching Contact Center Average Handle Time Quality management 54

NICE inContact

JANUARY 8, 2019

The time a customer today is prepared to wait to speak with (or receive a reply from) an agent has not gotten any longer. Customers expect service fast, regardless of channel, so long Wait Times will definitely not help your CSAT scores. Let’s leave that for another post….

Call Center 48

Call Center Average Handle Time Self service Interactive Voice Response 48

Uniphore

DECEMBER 14, 2021

Learn how to optimize outsourced customer service. But just what does that mean—and how can outsourced service providers ensure their digital initiatives are making the right kind of impact? Fewer time-consuming manual tasks and less after-call work (ACW). Automated compliance and quality management analysis.

Average Handle Time 52

Average Handle Time First call resolution outsourcing Upselling 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm?

Morale 100

Morale Agent burnout Contact Center Coaching 100

Playvox

JUNE 22, 2023

Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy. Once these metrics or KPIs are in place, over time you will more easily find opportunities to improve upon CX and gain call center and agent efficiencies.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? Calabrio is a trusted ally to leading brands.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Global Response

MARCH 1, 2022

In this article, we’ll walk you through: the importance of KPIs for call centers 8 critical call center KPIs advanced call center KPIs for organizations who are ready to take things to the next level how to decide which KPIs to track. How to decide which KPIs your call center should track. So, how do you decide which KPIs to track?

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Fonolo

SEPTEMBER 8, 2022

Quality scores can help identify weaknesses in your training programs and management, and pinpoint areas of improvement for agents. Plus, consistently tracking call quality will give you further insights into why key performance indicators (KPIs) may be falling behind. How to Monitor Call Center Performance.

Call Center 87

Call Center Contact Center Average Handle Time First call resolution 87

Playvox

APRIL 5, 2022

These include cost and efficiency metrics, such as first contact resolution (FCR) and average handle time (AHT). What is Workforce Engagement Management (WEM)? The core of workforce engagement management (WEM) suites are workforce management (WFM) and quality management (QM) solutions.

Contact Center 77

Contact Center Coaching Metrics Gamification 77

NobelBiz

FEBRUARY 27, 2024

Quality of Service: Call Center Quality Management (QM) Quality management (QM) in call centers focuses on ensuring that every customer interaction meets a set standard of service. Train Your Team : Ensure that your team is well-trained on how to use these tools effectively.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Outsource Consultants

JANUARY 16, 2025

We’ll examine how to develop clear evaluation criteria, select the right tools, and establish a regular review cycle that keeps your QA program dynamic and effective. This led to a 40% reduction in average handle time and a 25% increase in first call resolution rates (demonstrating the power of comprehensive analysis).

Best practices 67

Best practices Contact Center First call resolution Average Handle Time 67

Playvox

APRIL 4, 2023

A coaching solution that automatically delivers feedback on how to improve can be very effective. Automation has the added benefit of creating more time for personal engagement during feedback sessions. Remember that understanding their role and goals was the most important factor in agent engagement.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Outsource Consultants

JANUARY 24, 2025

Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction. How to Implement Effective Quality Monitoring Set Clear and Measurable Standards Establishing specific, measurable, and achievable quality standards is crucial. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Fonolo

MAY 7, 2015

Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Our 7 tips for great call center management are: Talk to Your Support Agents.

Call Center 126

Call Center Management Contact Center Coaching 126

teleopti

OCTOBER 18, 2019

What if this could happen in real-time and go one step further to tell the customer service representatives (CSRs) and managers whether a customer interaction is going well or suggest how to improve it in the experience?

Customer Experience 66

Customer Experience Average Handle Time Analytics Contact Center 66

NobelBiz

APRIL 5, 2022

In this article, we detail 10 of the biggest Risk Factors that most Contact Centers face And How To Resolve Each One of Them. Why is managing risk factors so important in the contact center industry? How to mitigate the effects of turnover? How to lower call center absenteeism rate? To put it another way?

Contact Center 52

Contact Center Interactive Voice Response First call resolution Call Center 52

SharpenCX

OCTOBER 22, 2019

Like First Call Resolution and Average Handle Time. One study from Service Quality Management Group found that for every 1% improvement in FCR, there’s a 1 percent improvement in CSAT. At a loss for how to get more feedback from your customers? Pull in customer comments and sentiment, too.

Metrics 64

Metrics Call Center Abandon rate Customer Service 64

DMG Consulting

JULY 15, 2024

Post-interaction follow-up: It can use the transcript and post-interaction summary to identify and launch follow-up actions and activities and ensure they are completed on a timely basis to increase first-contact resolution. As a result, it delivers a quantifiable payback of 3 to 12 months, depending on the use case.

Contact Center 48

Contact Center Average Handle Time Self service Construction 48

Monet Software

OCTOBER 30, 2018

It provides a guide for how to best interact with customers. How certain are you that the script you’re using now is achieving these objectives? Average Handle Time is Getting Worse. The script your agents use serves a multitude of purposes. It helps to keep calls on track so they can be resolved efficiently.

Scripts 54

Scripts Contact Center Average Handle Time Analytics 54

Taylor Reach Group

AUGUST 23, 2017

Talk time. Warp time. Hold time. Average talk time. Average hold time. Average handle time. Quality/Compliance score. This transparency allows the Team Lead to consult with their peers and manager regarding how to best improve the performance of their team.

Metrics 66

Metrics Contact Center Schedule adherence Coaching 66

NobelBiz

FEBRUARY 14, 2022

A compass that provides your managers and supervisors with direct visibility into your data, and particularly into your team’s performance. In this article, we will examine the most critical agent performance indicators and how to manage them in contact centers. How to evaluate call center agent performance?

Metrics 52

Metrics Management Average Handle Time Contact Center 52

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. However, gathering enough data to decide where to direct resources to improve performance requires a huge amount of time and managerial energy.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Enghouse Interactive

AUGUST 13, 2018

Therefore it is important that quality of service is maintained within this hub. In this blog we will take a look at some top tips on how to improve quality management across all channels, to help guarantee consistent good service. Use a fully integrated quality management suite.

Average Handle Time 40

Average Handle Time Scripts Coaching Quality management 40

Playvox

JUNE 10, 2022

In fact, McKinsey estimates that “the average 500-agent call center in North America allocates around $2 million of staff time to coaching activities every year.”. One business in a McKinsey study experienced twice the average retention rate in teams where coaches spent more than 60% of their time on the contact center floor.

Coaching 69

Coaching Contact Center Average Handle Time Best practices 69

Enghouse Interactive

FEBRUARY 9, 2021

With objective data analysis, better decisions can be made on how to best allocate resources, optimize services, or improve ineffective support process. AI can quickly determine where the service gaps are and propose approaches that have the highest probability of resolving these issues in real-time. AI – Finds What’s Been Overlooked.

Contact Center 68

Contact Center Self service Chatbots Gamification 68