Analytics Coaching Employee engagement First call resolution 
SharpenCX
OCTOBER 27, 2021
Contact center leaders turned to customer and agent analytics to catapult performance to new heights. They keep employees engaged and productive . When Centricity first moved to a work-from-home model in 2020, they had to stray from their traditional management style. They couldn’t have in-person coaching conversations.
CSM Magazine
OCTOBER 6, 2021
Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). The competition, now in its third year, challenges companies to use the power of Calabrio Analytics to unearth new customer and employee insights.
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Fonolo
AUGUST 17, 2021
With the latest call center technologies, identifying and measuring Key Performance Indicators (KPIs) is a breeze. Use historical data, analytics, and call center metrics to measure your agents’ and overall call center’s performance. Employee engagement is necessary for improved productivity.
Fonolo
JUNE 9, 2020
First Call Resolution (FCR). In an ideal scenario, customers will only need to call your support center once to have their issue resolved. According to SQM group , the average call center has an FCR of 72%, which means that 28% of calls require a follow-up engagement. Did you know?
NobelBiz
APRIL 18, 2023
As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. Also, call center operations managers are crucial in driving hyper efficiency within their organizations.
Callminer
JULY 23, 2019
Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. Many of the tips are those from experts directly in the call center industry. Does it really matter?
SharpenCX
JUNE 23, 2021
You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Active Contact Resolution. You can also call these one-touch cases. If you’ve got agents pausing interactions a lot, you may have some coaching to do. Metrics aren’t everything. It can be hard to manage.
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