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Transforming home ownership with Amazon Transcribe Call Analytics, Amazon Comprehend, and Amazon Bedrock: Rocket Mortgage’s journey with AWS

AWS Machine Learning

Through Rocket Logic – Synopsis, Rocket achieved remarkable results: automating post call interaction wrap-up resulting in a projected 40,000 team hours saved annually, and a 10% increase in first-call resolutions saved 20,000 hours annually. Opportunities for innovation Rocket services over 2.6

Analytics 117
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25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency

Callminer

First Call Resolution : In today’s busy world, each customer wants to resolve their problem(s) fast and efficiently without having to consistently follow up. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business.

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Contact center KPIs: are you setting the bar high enough?

Vonage

Keeping track of service KPIs, such as first call resolution and average call handling time among many others, is one of the best ways to ensure your contact center is up to par — because, as they say, you can’t improve what you can’t measure. Our upcoming webinar, “How Does your Contact Center Stack Up?”

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The anatomy of an effortless customer interaction

Tethr

It might surprise you to read this, but “I don’t think service leaders need to be sold on the notion that issue resolution is important, ” shares our SVP of Product Research, Ted McKenna. Customer effort score: industry benchmarks and best practices. So, you want to ask yourself, why was that not an Easy interaction?

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Call Center Management: Challenges, Strategies, Tips, and Best Practices

Hodusoft

But managing its day-to-day operations has become tougher as contemporary call center managers have to cope with several challenges including post-covid work scenarios, high attrition rate, increasing competition, and more. He famously said “Management is all about managing in the short term, while developing the plans for the long term.”

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Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance

Hodusoft

Increased Call Abandonment Rates Would it surprise you to know that the lack of quality can increase call abandonment rates ? Long wait times and poor service can drive customers to abandon calls. It can result in lost opportunities for resolution and retention. Aim for rapid call answering—ideally within 20 seconds.