Fonolo

JANUARY 12, 2023

More personalization and better customer experience . Improved contact center operations . How to Buy Contact Center Software. AI is Personalizing the Customer Experience . Today’s customers expect personalization. Analytics are the backbone of tracking efficiencies in the contact center.

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

VocalCom

AUGUST 7, 2017

Brands nowadays collect a tremendous amount of data on their customers. From purchase history to social media commentary, customer insights may be collected across multiple touchpoints. Through close examination across channels, brands may use such valuable information to create richer customer experiences.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

VocalCom

AUGUST 26, 2019

Speech and text analytics can reveal tremendous insights into your customers’ feelings and interests to help you improve your customer experiences. For example, these analytical tools may be used to reveal keywords exchanged during service interactions, ranging from terms reflecting customer emotions to specific product names.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

MAY 29, 2017

How can your brand measure customer satisfaction? With the numerous channels for customer engagement these days, it may seem a daunting task. An ongoing dialogue with your agents lets your brand monitor customer satisfaction levels and improve service continuously. Use different kinds of customer surveys.

Abandon rate 48

Abandon rate Contact center software Average Handle Time Contact Center 48

Callminer

AUGUST 6, 2019

Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Know the latest call center trends. Track all of the important call center metrics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

VocalCom

JUNE 11, 2018

Of all the metrics measured in the contact center, the Net Promoter Score (NPS) is the most telling for long-term customer loyalty. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty.

Contact center software 48

Contact center software Average Handle Time Interactive Voice Response Surveys 48

VocalCom

JULY 29, 2019

Also, be sure to establish whether first contact resolution should take priority over other metrics such as average handling time. Agents should know that they are permitted to spend more time on an interaction if it will help them find a permanent solution. Give every interaction a human touch.

Contact center software 48

Contact center software Average Handle Time Contact Center Customer emotions 48