Global Response

MARCH 12, 2025

Read Time: 12 minutes Table of Contents Introduction Looking to understand and use contact center analytics to boost efficiency and build customer loyalty? Key takeaways Understanding contact center analytics : Contact center analytics collect consumer data to help you review customer interactions and make informed business decisions.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

ShepHyken

APRIL 26, 2021

9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders.

Customer Service 358

Customer Service First call resolution Contact Center Best practices 358

CCNG

AUGUST 23, 2023

In today's fast-paced business landscape, contact centers play a pivotal role in shaping customer experiences and influencing brand perception. In this #JMPsBlog , we will explore the incredible potential of data analytics in contact centers, along with considerations and watchouts that organizations must keep in mind.

Contact Center 195

Contact Center Analytics CCNG Average Handle Time 195

Fonolo

JANUARY 12, 2023

The same holds when considering how artificial intelligence is changing the contact center. . Tools like interactive voice response (IVR) and smart call routing are tried and true ways to save time and money – and offer better service. More personalization and better customer experience . Tools that personalize CX.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Calabrio

APRIL 11, 2025

Workforce Management From Onboarding to Excellence: Your Contact Center Training Guide for 2025 Jump ahead What is Contact Center Training? To drive customer loyalty and sustain success, contact centers must keep up with customers consistently rising expectations. What is Contact Center Training?

Contact Center 52

Contact Center Coaching Call Center Average Handle Time 52

NobelBiz

JANUARY 28, 2025

With the advancement of the contact center industry, benchmarks continue to shift and challenge businesses to meet higher customer expectations while maintaining efficiency. These are the essential KPIs you should track: First Call Resolution (FCR) Rate : How often are customer issues resolved in the first interaction?

Benchmark 52

Benchmark Contact Center Abandon rate Average Handle Time 52

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. What AI tools Will Improve Contact Center CX?

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Hodusoft

JANUARY 30, 2025

Omnichannel Contact Centers Solutions: What You Need to Know Do you know, businesses that implement omnichannel strategies retain 89% of their customers, compared to just 33% for those that dont? In this blog, you can explore everything related to omnichannel contact center software starting from what it is? The result?

contact center solutions 52

contact center solutions Contact Center Contact center software Multichannel 52

ROI CX Solutions

DECEMBER 16, 2024

While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

NobelBiz

NOVEMBER 19, 2024

Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. Let’s explore 20 contact center automations that can transform your operations. The secret weapon? Automation.

Contact Center 52

Contact Center Call Center Interactive Voice Response Wait times 52

Calabrio

FEBRUARY 28, 2025

Analytics Voice Analytics: Unlock Insights in Your Contact Center Conversations Share In the data-driven contact center of today, understanding the nuances of customer conversations is paramount. Plus, AI has driven an increase in the capacity of contact center tools. What is voice analytics?

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Calabrio

MARCH 4, 2025

Workforce Management 2025 Guide to the Omnichannel Contact Center: How to Drive Success with the Right Software, Strategy, and Solutions Share Calling, email, texting, instant messaging, social mediathe communication channels available to us today can seem almost endless. Table of Contents What Is an Omnichannel Contact Center?

Contact Center 52

Contact Center Contact center software Multichannel APIs 52

Outsource Consultants

SEPTEMBER 14, 2021

It’s because the ongoing labor shortage, paired with increased Q4 purchasing, is leaving many businesses that rely on contact center support exposed to looming CX disasters. Look no further than the travel industry, which is already reeling to meet Q4 demand spikes and record call volume. Tip the Scales with Technology.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

HGS

SEPTEMBER 6, 2017

Adapting Value-Based Principles to the Patient Contact Center. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center. However, many healthcare leaders are overlooking one critical department in need of investment: the patient contact center.

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Cisco - Contact Center

AUGUST 18, 2020

To keep our customers informed of new capabilities available in our Cisco Contact Center portfolio, we’ve created this monthly blog series. Improved Operational Efficiency with Webex Contact Center Analyzer Reports. Welcome to Our Monthly Feature Update Blog Series.

Contact Center 91

Contact Center contact center solutions Analytics Entertainment 91

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. Customer phone calls cost the company more money. When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them.

Management 195

Management Average Handle Time Self service CCNG 195

Callminer

JULY 5, 2018

When it comes to improving efficiency, many call centers choose to record phone calls and track average handle time , and first call resolution rates. The less effort required on every call should lead to agents being able to assist more customers. How can you improve contact center efficiency?

First call resolution 157

First call resolution Call Center Average Handle Time Contact Center 157

SharpenCX

JUNE 23, 2021

But, your contact center KPIs are an important piece of creating a happy team and happy customers. Plus, you need a high-performing, empowered contact center. But, don’t feel burdened to track the dozens of KPIs in your contact center. Call Quality. Active Contact Resolution.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Expivia

AUGUST 18, 2021

And one of the best technical ways to ensure that is to become an omnichannel contact center. And if you are, but you’re not getting the results you want, learn how to optimize your omnichannel contact center to reap all its benefits. What Is an Omnichannel Contact Center? Why does that matter?

Contact Center 98

Contact Center Multichannel Interactive Voice Response Best practices 98

Spearline

NOVEMBER 19, 2020

With Black Friday's built-up enthusiasm about to be launched across retail stores and websites, contact centers are another industry that will quickly be affected and should be prepared for the spike in traffic. If you operate a contact center, you must ensure that your agents are not left abandoned or fatigued.

Contact Center 98

Contact Center Interactive Voice Response First call resolution Surveys 98

Myra Golden Media

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this? I really like Balto AI’s Real-Time Guidance.

Average Handle Time 156

Average Handle Time Contact Center First call resolution Analytics 156

Callminer

DECEMBER 17, 2019

When dedicated call center agents are focused exclusively on handling calls, there’s often an improvement in important call center metrics like first call resolution. Call Center Workforce Statistics. Cloud contact centers may be more reliable. Sales Pursuits.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Noble Systems

JUNE 26, 2020

Interactive Voice Response (IVR) is an automated system generally used by contact centers that answers incoming calls and then interacts with callers via recorded prompting to gather information. The IVR system then uses routing rules to send the call to either an agent or a self-service application.

Interactive Voice Response 98

Interactive Voice Response Contact Center Technology Real estate 98

Fonolo

SEPTEMBER 13, 2022

Think about how many phone calls your contact center receives in one day. Through after-call surveys. You might confuse them with net promoter score or cSAT, but post-call surveys are a much more specific way to gather real-time feedback. What is an After-Call Survey? Personalization.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. That said, finding a good contact center reporting and analytics tool can be hard. The best contact center reporting and analytics tools.

Contact Center 93

Contact Center Analytics Marketing First call resolution 93

NobelBiz

OCTOBER 22, 2024

Speed and efficiency in response to each incoming call these days are becoming increasingly crucial. Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities. ‘Smart routing is a game-changer for inbound call efficiency.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

SmartAction

NOVEMBER 22, 2023

Contact center managers who embrace and implement this technology reap the rewards of increased efficiency, reduced costs, and a customer experience that fosters loyalty. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience.

Contact Center 91

Contact Center Interactive Voice Response Virtual Agent Management 91

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Many companies migrate to BPO contact centers for their customer service needs. BPO contact centers help businesses increase productivity, grow their customer base, and improve customer experience.

Contact Center 105

Contact Center Business Process Outsourcing outsourcing Call Center 105

TechSee

AUGUST 14, 2018

Decision Support Systems (DSS) drive faster, smarter decisions based on objective data, rather than on subjective criteria or personal instinct. These systems are relevant for many verticals including healthcare, finance, weather prediction, call and chat centers, desktop apps, info kiosks and more. .

Contact Center 95

Contact Center Average Handle Time Scripts First call resolution 95

Spearline

NOVEMBER 25, 2019

With the built-up excitement for Black Friday about to be unleashed at the end of the week across all retail stores and websites, it’s another sector that can easily get affected and should be prepared for the increase in traffic: Contact Centers. Last year the American market saw shoppers spend a total of $717.5 billion, a 4.3%

Contact Center 89

Contact Center Interactive Voice Response First call resolution Marketing 89

Global Response

MARCH 24, 2025

As consumers demand more timely and personalized service across channels, you want to ensure your call center agents are empowered with relevant information and the right technology to meet these demands. In other words, a KMS reinforces the general call center’s mantra of delivering timely and efficient customer support.

Call Center 62

Call Center Management Abandon rate outsourcing 62

Outsource Consultants

MARCH 18, 2025

Domestic brands are increasingly exploring call center outsourcing both nearshore and offshore as a cost-effective alternative to managing customer experience (CX) in-house. At the same time, rapid advances in AI are transforming how contact centers operate, enabling smarter automation and data-driven insights.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

Vistio

DECEMBER 9, 2024

If our customers expect modern, tailored solutions and lightning-fast service, why are so many contact centers stuck using outdated, one-size-fits-all training methods? To thrive in the modern customer service landscape, personalization isnt just a nice-to-haveits essential. Personalized training doesnt just benefit the agents.

First call resolution 52

First call resolution Upselling Scripts Coaching 52