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. Pinpoint Root Causes of Friction and Delight Why are customers really frustrated?

Contact Center 52

Contact Center Best practices Coaching Analytics 52

Balto

MARCH 3, 2025

Smart routing systems direct calls to the most qualified agents based on skills, availability, and past performance metrics. This reduces wait times and improves first-call resolution rates. Predictive analytics identify peak call times and staffing needs, enabling managers to optimize schedules and resources.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Calabrio

MARCH 5, 2025

Sentiment Analysis: Determining customer emotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences.

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. Customer Satisfaction (CSAT) Scores Captures customer sentiment post-interaction.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Calabrio

MARCH 4, 2025

These customer service teams, from VPs to managers and below, use conversation intelligence to uncover key moments in conversations, understand top reasons behind customer issues and cancellations, key churn drivers, and top customer complaints during high season.

Coaching 40

Coaching Contact Center Analytics Sales 40

Balto

JANUARY 3, 2025

Instead, metrics should paint a holistic picture of customer experience and operational success. Core Metrics to Include in Your Framework Here are some essential metrics to consider: First-Call Resolution (FCR) : Measures how often customer issues are resolved in a single interaction. How will success be measured?

Best practices 52

Best practices Call Center First call resolution Coaching 52

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. 9 Types of Call Center Customers (and How to Deal With Them).

Call Center 81

Call Center Scripts Contact Center Gamification 81