Callminer

JULY 11, 2016

Thousands of call center professionals. The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner. One spectacular location. Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service.

call center professionals 140

call center professionals Education Call Center Customer Service 140

Fonolo

SEPTEMBER 27, 2016

As any customer support manager knows, there are a number of crucial factors that come into play when looking to succeed in the call center world. We often hear from call center managers who are trying to improve their call metrics with our solutions. How Do You Exceed KPIs in Your Contact Center?

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Omnichannel, Cloud-Based Contact Centers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

JULY 9, 2018

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

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Metrics Call Center Schedule adherence Abandon Call 78

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

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First call resolution Call Center Metrics Benchmark 74