Uniphore

DECEMBER 14, 2021

Our Playbook for the Transformational BPO details how conversational AI and automation can optimize customer interactions and deliver: Better average handle times (AHT) and first call resolution (FCR) rates. Enhanced accuracy for on-call assistance and post-call summaries.

Average Handle Time 52

Average Handle Time First call resolution outsourcing Upselling 52

Outsource Consultants

JANUARY 24, 2025

First Call Resolution (FCR) Tracks the percentage of issues resolved on the first contact. Studies show that 70% of agents improve call resolution rates when KPIs are clearly defined. Essential KPIs include: Average Handle Time (AHT) Measures the time spent per interaction. For example, a U.S.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Balto

JANUARY 24, 2025

Improved Call Adherence : With Baltos Playbooks, supervisors can lock critical parts of scripts (e.g., Example: A supervisor overseeing a high-pressure sales team uses Balto to highlight missed upselling opportunities in real-time, helping agents close deals more effectively.

Call Center 52

Call Center Scripts Coaching First call resolution 52

8x8

DECEMBER 3, 2018

Improved customer experience, both during and outside of the holiday rush, has resulted in an increase in upsells by contact center agents, and higher customer satisfaction in general. Step 3: Get Executive Buy-In.

Customer Service 54

Customer Service Abandon rate Contact Center First call resolution 54

Balto

JANUARY 18, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Call center process management isnt just about efficiency anymore.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Call center process management isnt just about efficiency anymore.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 30, 2025

Calabrio Workforce optimization & quality management Custom pricing 4.3 OttoQA Automated quality assurance Custom pricing 4.4 Convoso Outbound call centers & lead management Custom pricing 4.6 Symbal AI-powered call insights & coaching Custom pricing 4.4

call center software 52

call center software Call Center Multichannel Coaching 52