Callminer

FEBRUARY 21, 2018

A few years ago, when we were making our transition to call tracking, a big thing we looked for when comparing software was the ability to integrate directly with Google Analytics. Some of these systems employ speech analytics to determine what is being said and the overall tone of the call. TechnologyAdvice.

call center software 210

call center software Call Center Contact Center Analytics 210

Enghouse Interactive

OCTOBER 21, 2020

Ensure consistency of response, investigate First Call Resolution (FCR) and Average Hold Time (AHT) variations between agents. Then as deemed necessary, investigate automated live “in-call” coaching to spot check support levels in real-time. Act on the results.

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

OCTOBER 19, 2020

As discussed in the last blog, we noted that a key area of focus should be on Natural Language Processing (NLP) where “Conversational Analytics” can become the differentiating factor, helping AI delivering the best possible solution today, and even better solutions tomorrow. It’s all in the approach and how the data is analyzed.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

SEPTEMBER 1, 2020

First Call Resolution for customer inquiries pretreated by automated processes increased resolution by 75% due to improved access to information via supporting tools, with only the exceptional issues routing to live agents.

Self service 79

Self service Contact Center Chatbots First call resolution 79

Enghouse Interactive

JUNE 17, 2020

Through the seamless integration of an omni-channel contact center with an advanced collaboration solution, organizations can now deliver even better levels of customer engagement and more powerful experiences to all. Collaboration Improvements Drive Customer Engagement and Satisfaction.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. Transform the Contact Center with Microsoft Teams (blog Series). Blog #3 Seeing is Believing! Transform your Contact Center with Microsoft Teams. The tools are here. Take advantage of them now!

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

NICE inContact

APRIL 13, 2016

Do you know which topics or issues come up the most during calls in your contact center? Speech and desktop analytics dramatically improves a contact center’s ability to uncover insights, identify key issues and complaints, prevent high-impact incidents and handle customer interactions more effectively and efficiently.

Contact Center 69

Contact Center Management At home agents Coaching 69