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Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden Media

Balto reminds agents of your call flow so they stay on track and effectively carry out conversations — in English or Spanish. I did a live demo of Balto’s Real-Time Guidance in a webinar last year when I talked about my 3R De-escalation Method and contact center leaders loved it! Learn more about Balto AI’s solutions here.

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6 Ways to Reduce Call-backs with the Right Language

Callminer

A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key performance indicators (KPI’s) because it shows how effective your agents are during conversations with customers.

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Congratulations to the 2018 LISTEN Awards Winners

Callminer

At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success. The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. Key Performance Indicators (KPIs) provide valuable insights.

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How Artificial Intelligence is Changing CX in the Contact Center

Fonolo

Call analytics. Analytics have always been a big part of operating a successful call center and delivering a great customer experience. Metrics like first-call resolution and average handle time have historically been used to measure agent success and by extension, customer sentiment.

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Call Center Training Best Practices

Callminer

From video conference to webinars and online streaming websites, the Internet offers a wealth of resources that demonstrate the best and worst of customer service and techniques. Providing data, metrics and analytics. Insights from analytics can also help tailor training and coaching to specific groups or agents. Role-playing.

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Super-Agents Are Real (Blog #4)

Enghouse Interactive

Access the On-Demand Webinar Playback of “How AI-Enabled Super-Agents Improve CX” with Kate Leggett , Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress , Director, R&D and Jacki Tessmer , Vice President – Product Marketing, Enghouse Interactive.