8x8 Launches Speech Analytics and Integration Framework

8x8

It’s called doing things.”. We have exciting new launches today including 8x8 Speech Analytics – automatically providing sentiment analysis on 100% of your customer calls; enhanced Integration framework – making it easy to embed communications into your business processes.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

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. FCR is measured by dividing the number of cases resolved in a single call to the total number of issues that have been resolved. A 2016 survey by Call Center Helper shared that 62.7% Abandoned Call Rate.

Important KPIs for Measuring Customer Satisfaction

Fonolo

Analytics are a key part of any company’s road to success. Call center and customer service teams have a variety of KPIs to choose from, but as each company and support department is different, their benchmarks will vary.

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)

CrazyCall

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate. Missed phone calls. Call Efficiency.

Optimize Outbound Customer Care and Agent Productivity

Avaya

Getting a message that says “… please call us back at your earliest convenience” isn’t nearly as useful as the one that starts out “This is your doctor’s office calling with your exam results…”. Reliable Real-time Call Classification and Routing for the Outbound Contact Center.

The Definitive List of 27 Call Center Metrics and KPIs

Pointillist

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. There are many call center metrics you can measure, but only a few KPIs that you will want to monitor over a period of time. Many call center leaders view it as the most important KPI to track.