Global Response
MAY 1, 2023
In short, workforce management has five key aspects: workforce planning forecasting and scheduling real-time management performance management analytics and reporting In this article, we’ll break down each of these five aspects and how to effectively implement them for WFM success. Do agents need more training?
ViiBE Blog
AUGUST 17, 2021
Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Why track customer experience analytics? In such a highly competitive, fast-paced market reality, it is essential to strive for a strong customer base— a catalog of customers willing to stay with you for a long time and bring those around them on board.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
TechSee
JUNE 25, 2019
Emotion analytics. Emotion analytics analyzes an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Emotion analytics can be used to classify a customer’s mood with the right priority and route it to the right agent. High-level data analysis. Process improvements. CLV optimization.
CSM Magazine
JANUARY 12, 2021
Or are they purely operational, seeking to improve efficiency such as reduced average handling time (AHT), time to answer or to reduce call volumes in general? Are your goals financial in nature, involving cost savings or revenue targets? Do they centre around increasing customer engagement?
Balto
APRIL 20, 2023
The industries feeling the most pressure are Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. They did, however, care more about dials per week and average handle time. 64.27% of respondents feel more pressure now than they did last year.
Expert insights. Personalized for you.
62 
Let's personalize your content