Calabrio

APRIL 23, 2025

Interaction recordings, quality scores, adherence metrics, customer sentimentthe list goes on. 79% said AI would transform the contact center from a cost center to a strategic value driver. Too often, performance conversations are informed by siloed spreadsheets and lagging metrics. Its making it usable. The result?

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 52

Calabrio

MARCH 25, 2025

Meanwhile, 59% fail to provide ongoing coaching and support to help agents navigate AI-driven workflows. The KPIs t hat m atter m ost a re s hifting The contact center success metrics are evolving beyond traditional efficiency KPIs. Its no surprise that 32% of leaders cite agent distrust in AI as a major issue.

Contact Center 52

Contact Center Self service Strategic Value Metrics 52

TeamSupport

SEPTEMBER 16, 2020

In Part 1 and Part 2 of this blog series based on the whitepaper co-produced by ServiceXRG and TeamSupport, we introduced the concept of how to position the investment in customer support as a strategic value aligned to current business practices and target outcomes, and about the evolving role of B2B customer support.

B2B 89

B2B Customer Support Strategic Value Customer retention 89

Playvox

MARCH 19, 2024

Top Use Cases for Contact Center AI Improving Workforce Management and Engagement AI tools allow employees to reduce repetitive, routine tasks and focus on more strategic, value-added work, boosting productivity and job satisfaction. But it goes beyond enabling automation. Analyze more interactions and automate workloads for analysts.

Contact Center 74

Contact Center Quality management Interactive Voice Response Coaching 74

TeamSupport

SEPTEMBER 8, 2020

In this blog series, based on the whitepaper co-produced by ServiceXRG and TeamSupport, we explore how to position the investment in Support as a strategic value aligned to current business practices and target outcomes. The Value of Customer Support. Characteristics of Leading Support Organizations.

B2B 64

B2B Customer Support Strategic Value Coaching 64

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Improved agent productivity – With more time available to front-line management, productivity improvements from focused coaching are realized.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

SmartKarrot

NOVEMBER 8, 2022

Leverage data, metrics and insights to build and strengthen the overall CS strategy, specifically working on delivering new CRM Analytics and Service Cloud platforms – ultimately working on customer health benchmarks and driving improvements. Set strategic direction for your team and translate it into actionable daily/weekly initiatives.

Coaching 19

Coaching Customer advocacy SaaS Strategic Value 19