Xaqt

FEBRUARY 6, 2020

Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

Quiq

NOVEMBER 9, 2022

It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process. Manage seasonal spikes by creating your own chatbot using Quiq’s AI engine.

Call Center 87

Call Center Chatbots Contact Center Surveys 87

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. This will improve campaign performance overall including agents’ service levels.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Xaqt

JUNE 22, 2020

This can wreck havoc on contact center reporting because most vendors have their own calculations for metrics and it's difficult to navigate the differences between them (ie, does Total Handle Time include After Call Work Time and AUX?, or "Does Service Level include Calls abandoned?"). Now that can happen too.

Call Center 52

Call Center Contact Center Analytics Engineering 52