Fonolo

SEPTEMBER 28, 2021

Some examples of individual agent goals might include: Answer X number of phone calls per day. Finish X number of training webinars in Q1. Service level – the percentage of calls answered within a specified time frame. Receive an average score of X on a customer satisfaction survey over 30 days.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

Enghouse Interactive

OCTOBER 21, 2020

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Fonolo

APRIL 11, 2019

The must-have “ service level ,” call abandonment rates, first call resolution (FCR), average speed of answer (ASA), average time in queue, and other metrics are top of mind for managers and agents alike. How to Reduce Contact Center Costs AND Improve Customer Service. Use Advanced Analytics.

Contact Center 87

Contact Center Abandon rate Call Center Analytics 87

NICE inContact

SEPTEMBER 5, 2018

As agents become more proficient, their service levels improve, and so does contact center performance. Not only do resulting improvements in First Call Resolution affect CSAT, but these same improvements also lead to lower Average Handle Times. The results are two-fold.

Contact Center 61

Contact Center Average Handle Time Quality management First call resolution 61

teleopti

DECEMBER 16, 2019

The latest predictive and prescriptive analytics provide anticipatory insights into call volumes while suggesting data-driven best practices to exceed service levels. For more information on where we are going and what we are thinking about for 2020, head on over to the webinars page at Calabrio.com!

Analytics 73

Analytics First call resolution Contact Center Chatbots 73