Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Xaqt

JUNE 22, 2020

From frontline supervisors to executive leadership, reporting is the lifeblood of call center operations and the window into Customer Experience. Couple this with pricing strategies from CCaaS providers that place a premium on analytics capabilities and it quickly becomes cost prohibitive for many companies to acquire these tools.

Call Center 52

Call Center Contact Center Analytics Engineering 52

TeamSupport

JANUARY 9, 2024

1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s. These early call centers were often powered by manual processes, with operators using basic databases to retrieve customer information.

Customer Support 59

Customer Support Technology CRM Chatbots 59

TechSee

OCTOBER 23, 2018

Thanks for calling our Hotel. I see you are a Loyalty member since 2007, and have stayed at our property in London every year around this time. Are you calling to make another reservation? Customer Analytics. How may I help you? Vs. Good morning, Laura. Personalization as a driver in customer service.

Personalization 157

Personalization Customer Service Chatbots Analytics 157

TRUSTID

JANUARY 4, 2018

With so much focus on the customer journey, we might one day look back at this year much like we think of 1991 as the year the World Wide Web went public or 2007 as the year the world was introduced to the iPhone. . Years from now, we may look back at 2018 as the year of the customer experience.

Customer Experience 50

Customer Experience Interactive Voice Response Customer centricity Contact Center 50

Xaqt

FEBRUARY 6, 2020

In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated. At the time, Latigent was the leading Business Intelligence provider for call centers, and we were focused on leveraging emerging technology to move that value proposition forward. The problem?

Contact Center 52

Contact Center Enterprise Call Center APIs 52