OrecX
MARCH 3, 2022
A recorded interaction of both voice and screen, for example, can uncover workflow breakdowns that cause longer average handle times (AHT). Another recording might show an agent who is not properly complying with government regulations like GDPR, TSR, PCI, etc. Do you Need Real-Time or Post-Call?
The Northridge Group
AUGUST 23, 2022
Health plans that maintain a 4 or 5-star rating are more likely to receive and maintain government contracts so they must be vigilant about fulfilling SLAs for every government entity that provides star ratings. These KPIs include: Average Handle Time (AHT). First Contact Resolution (FCR). Customer Experience (CX).
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The GLOBO Blog
JUNE 22, 2017
The platform delivers real-time service level data, usage metrics, predictive analytics, trend analysis and population data. GLOBO serves clients across industries, including healthcare, insurance, banking, life sciences, and gaming and tech, as well as federal and state government agencies.
Callminer
FEBRUARY 4, 2021
Firstly, contact centers can make use of call analytics software to analyze past call recordings and use them to train agents how to identify vulnerable customers. The pandemic has made it difficult for customers to establish contact with many businesses and government departments…”.
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NobelBiz
JUNE 19, 2023
Real-time monitoring offers an unparalleled advantage in achieving this goal. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment.
CSM Magazine
JANUARY 12, 2021
At EBI.AI, we have spent over six years working closely with our customers to implement conversational AI projects for a wide range of organisations including retail, local government and multi-national enterprises. This means we have learned many valuable lessons and witnessed AI success first-hand. 5 steps to AI success.
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