Fonolo
JANUARY 17, 2023
Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. Which Topics Are Most Important for Your Customer Service Department in 2017? Call Center Trends 2017.
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DMG Consulting
DECEMBER 11, 2017
And they need to take into consideration agent productivity, which, depending on the channels supported, is measured based on a variety of KPIs, including: Call average handle time (average talk time + average after-call work time). Email average handle time. Occupancy rate.
Customer Service Life
JUNE 5, 2017
She’s the Director of Client Analytics at FCR. This article was originally published on the ICMI blog on May 18, 2017. Your PowerPoint presentation is packed with charts displaying monthly call volume, average handle time, hold time, and a variety of other stats. Click here to read the original.
TechSee
JUNE 25, 2019
The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Face and voice recognition.
JustCall
NOVEMBER 24, 2022
According to Microsoft’s 2017 Global State of Multi-Channel Customer Service report, 97% of consumers say customer service quality assurance is critical to maintaining loyalty. Interaction analytics means that 100% of QA calls can be monitored, ensuring agents follow all business rules and regulations. Identify Training Needs.
Verint
JUNE 6, 2017
As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.
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