8x8 Launches Speech Analytics and Integration Framework


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.

Call Center Metrics: Examples, Tips & Best Practices


An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. Types of Call Centers. Not all call centers are created equally. Outbound Call Centers.

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Top Metrics that Measure Inbound Call Center Performance

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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


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.

Put Reporting on Your Digital Transformation Roadmap: Harnessing Your Contact Center’s Powerhouse of Data Elevates Customer Experience


That’s why by 2020, more than 40% of all data analytics projects on your digital transformation roadmap will relate to an aspect of customer experience. Digital transformation bulldozes the barriers between you and your analytics. Gartner predicts by 2022, 90% of corporate strategies will see information as a critical enterprise asset and analytics will be a core competency for companies. Like all your call recordings, transcriptions, and interaction data.

Optimize Outbound Customer Care and Agent Productivity


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


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.

Modernize Call Center with Contact Center as a Service (Ccaas)

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It allows companies to utilize a call center provider’s software. This is an ideal option for several call centers, offering scalability as operational needs change. Call centers let customer contact you in different ways, like phone, SMS even WhatsApp.