CSM Magazine
FEBRUARY 11, 2021
New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics.
SharpenCX
MARCH 4, 2021
Sure, you use customer analytics in tons of different ways in your contact center. Learn how to use customer analytics to create reports for 3 different audiences: managers & supervisors, agents, and your exec team. How to Report on Customer Analytics for Supervisors and Managers. You know that meeting you have tomorrow?
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CrazyCall
AUGUST 8, 2019
Average Waiting Time. Average handling time. That’s why we’ve neatly packed everything into an Ebook that you can download and get back to anytime you want and need. Download Ebook. Average handling time. How to calculate average handle time?
Uniphore
NOVEMBER 16, 2021
The time spent in after-call work (ACW) — including categorizing and summarizing the call, updating systems, and taking follow-up actions — impacts average handle time, call waiting times, customer satisfaction, costs, agent productivity, and agent satisfaction.
Call Design
SEPTEMBER 21, 2021
Data Analytics. Average speed to answer. Average handle time. Average after work time. Building engagement has become the central focus for the contact centre industry, as the quality of customer service is more valued than handling time. Metrics include: • First call resolution.
Noble Systems
MAY 20, 2021
Voice Technologies encompass a broad scope, from speech and analytics engines, IVR, and self-service solutions including chatbots, headphones, and voice-activated applications and services that maximize NLP, NLU, NLG, AI, and more. Speech analytics is another branch of speech technologies. What was said on this call?
Uniphore
JUNE 7, 2021
Nearly half of the respondents (46%) reported most often using the software to automate tasks and reduce average handle time. Agent assist uses real-time conversational analytics to understand what customers want and not just what they say. They will need to buy into scripting before any real analytics can begin.
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