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Why First Call Resolution is the Most Important Call Center Metric

Pointillist

Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. Research firm Frost and Sullivan calls First Call Resolution the “home run” of call center metrics. What is First Call Resolution? The reason?

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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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Discovering Hidden Customer Insights in New Places is Critical for Future Success!

Beyond Philosophy

I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. For example, Fleischaker says many companies use audio and speech analytics. Sentiment analysis is critical here.

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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.