NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Contact Center Abandon rate Average Handle Time 59

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. The post Totango recognized as CS leader in G2 Winter 2024 reports appeared first on Best Customer Success Blog: Articles for Enterprise Growth. Not a Totango customer just yet?

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Connect

JANUARY 26, 2024

In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. Data + trustworthy experiences Zendesk’s report indicates that 77% of CX leaders see themselves as responsible for making sure customer data is safe. One full report. Unlock the power of intelligent CX.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

Callminer

SEPTEMBER 13, 2022

CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback.

Feedback 182

Feedback 182

VirtualPBX

DECEMBER 21, 2023

In these final days, we’re thrilled to unveil the countdown with game-changing features, particularly the revolutionary Advanced Call Reports. Advanced Call Reports: A Quantum Leap in Analytics One of the standout features we’ve been eagerly counting down to is our Advanced Call Reports feature.

Interactive Voice Response 104

Interactive Voice Response Analytics Enterprise Metrics 104

Customer Contact Central Submitted Articles

OCTOBER 10, 2022

Proactive and accurate IVR reporting and analytics identifies bottlenecks in workflow and other problems before they affect performance.

Interactive Voice Response 130

Interactive Voice Response Analytics Contact Center 130

Peter Lavers

NOVEMBER 20, 2020

This has particularly affected contact centres, and our founding director Peter Lavers was recently asked to contribute to Fonolo’s 2021 Contact Centre Trends Report. You can download the full report by clicking here.

Customer Experience 130

Customer Experience Customer centricity CRM Customer Service 130

Callminer

MAY 17, 2023

Companies that haven’t leveraged call center analytics are often unsure about how it works. Find out what call analytics are and the benefits they provide.

Analytics 182

Analytics Call Center 182

Cisco - Contact Center

MARCH 1, 2024

Executive Summary. 1 The Team… 2 Team Leaders. 2 Core Infrastructure and Threat Hunting. 2 Threat Hunting. 2 Build and Operation. 2 SOC Architecture. 2 Cisco Secure Access Enables ZTNA for SOC… Read more on Cisco Blogs

94

94

Fonolo

AUGUST 3, 2021

Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). This is where organizing your contact center metrics into custom reports comes into play.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Upstream Works

JULY 25, 2023

We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Ways AI Enhances Contact Center Reporting appeared first on Upstream Works. Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect.

Contact Center 78

Contact Center Management Call Center 78

Cisco - Contact Center

MARCH 25, 2024

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more? Sustainability 101 is a blog series that you can … Read more on Cisco Blogs

89

89

Cisco - Contact Center

OCTOBER 25, 2023

With Cisco FSO Platform, metrics can be reported directly from the code. Unlike using any kind of auto-instrumentation feature, this is useful when a service owner knows what needs to be reported. A… Read more on Cisco Blogs

Metrics 86

Metrics 86

AWS Machine Learning

AUGUST 30, 2023

Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. It often takes years of training for doctors to accumulate enough expertise in writing concise and informative radiology report summarizations, further highlighting the significance of automating the process.

Healthcare 112

Healthcare APIs Metrics Scripts 112

Concentrix

JULY 10, 2023

Download our report and discover how to maintain close customer bonds. We surveyed 3,375 customers about aspects of their most loved brands.

Surveys 62

Surveys 62

VirtualPBX

JANUARY 5, 2024

Notably, within this suite of remarkable features lies the Advanced Call Reports Add-On , a revolutionary component that stands as a transformative force in the realm of data analytics for telephony systems. Data-Driven Decision Making with Advanced Call Reports In any business, data is not just valuable; it’s indispensable.

voip 59

voip Analytics CRM Metrics 59

Fonolo

SEPTEMBER 30, 2021

While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. What is call center reporting? The first step to achieving quality call center reporting is having an easily accessible dashboard for your custom reports within your phone system.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

Cisco - Contact Center

OCTOBER 26, 2023

NetWitness and Cisco released the fourth annual Findings Report from the RSA Conference TM 2023 Security Operations Center (SOC). The RSA Conference ­ SOC analyzes the Moscone Center wireless traffic, w… Read more on Cisco Blogs

Wireless 81

Wireless 81

Spearline

MARCH 21, 2022

We will also investigate who had the most improved audio quality overall, and uncover trends in performance emerging since our first Global telecoms quality of service report, in 2018. The post 2021 Global telecoms quality of service report appeared first on Spearline.

98

98

DMG Consulting

MARCH 27, 2024

The Workforce Management for the Enterprise in the Digital Era report provides an in-depth analysis of the contact center WFM market, the competitive landscape, vendors, product suites, technology, and innovation. The Report analyzes WFM market activity and provides 5-year projections.

Consulting 59

Consulting Consulting Enterprise Agent Empowerment 59

Working Solutions

OCTOBER 4, 2023

Check out this report on Working Solutions' Agent Education Program, Call Center Utilization Rate, Customer Service Level and Net Promoter Score. Ready to find out what our clients think of us?

Education 52

Education Call Center Service level Customer Service 52

VirtualPBX

DECEMBER 9, 2022

With tools like Promotional DID Numbers and Advanced Call Reports, you can see exactly how your marketing campaigns perform. By viewing call reports, you’ll gain a treasure trove of insights about your calls that will improve your bottom line. Advanced Call Reports. Why is call tracking important?

Advertising 98

Advertising Sales Marketing Service level 98

LiveVox

JULY 23, 2023

Business intelligence reports are the guiding lights of any contact center, providing visibility into operational performance and driving the decision-making process of its leaders. Reports such as campaign activities, agent activities, connect rate, and conversion rate are critical reports reviewed on a daily basis.

Contact Center 52

Contact Center Management 52

Cisco - Contact Center

MARCH 20, 2023

In March 2022, the Cyber Incident Reporting for Critical Infrastructure Act (CIRCIA) was enacted in the U.S. with a clear purpose to improve the nation’s cybersecurity by requiring covered entities t… Read more on Cisco Blogs

Government 82

Government 82

VirtualPBX

JUNE 15, 2021

As part of the release of our Advanced Call Reports feature, we have created our new Advanced Call Reports Whitepaper that displays its capabilities in a helpful portable format you can easily share with members of your team. Key Features of Advanced Call Reports. Report Types.

Call Logging 97

Call Logging Sales Customer Support Personalization 97

Wowdesk Blog

MAY 8, 2020

In such scenarios, reports/reporting tools are the most effective and the biggest players. A well-drafted & error-free report enables decision-makers to take the right course of action and make informed choices. . There are various types of reports which come with various types of advantages.

Best practices 91

Best practices CRM Customer Support Metrics 91

Upstream Works

MARCH 3, 2023

By: Rob McDougall, CEO, Upstream Works Software Reporting on the performance of conversational AI applications is often challenging, as they must be tailored to a specific business and its needs. Without accurate reporting, it was hard to improve the IVR’s performance and customer satisfaction.

Interactive Voice Response 78

Interactive Voice Response Chatbots Self service Metrics 78

VirtualPBX

JULY 15, 2021

The Advanced Call Reports feature of the VirtualPBX Phone System allows you to gather detailed information about your usage of calls, texts, and video conferences. Our Advanced Call Reports update for July 2021 brings you several more report types and new filter options to customize how you use that tool. New Report Types.

Call Logging 98

Call Logging Sales Management Customer Service 98

Lumoa

MAY 19, 2022

According to our State of the Shopping Apps Report for 2022, technical variables have a huge impact on customer satisfaction levels – but the list of factors that users take into account doesn’t stop there. Our shopping apps performance report includes. Download the full shopping apps report to find out why.

Feedback 83

Feedback Sales Customer Experience Accountability 83

Peter Lavers

FEBRUARY 20, 2019

Watch the video report from Dimension Data’s 2019 Global Customer Experience Benchmarking Report Roundtable session. Dimension Data recently released their latest Customer Experience report. The full report is 145 pages, and there’s an excellent Executive Summary that you can download.

Chief Customer Officer 100

Chief Customer Officer Benchmark B2B Analytics 100