Fonolo

NOVEMBER 17, 2020

While 89% of contact centers measure the quality of voice, only 50% measure performance on digital channels, down from 61% last year. In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Social Media ? a Not-So-Secret Weapon.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Hodusoft

AUGUST 2, 2023

In some cases, cost per call can account for almost 50 percent of the total cost of fulfilling an order. Read Also: Metrics to Measure the Performance of Your Virtual Call Center Importance of cost per call By calculating the cost per call, contact centers not only know how much money they spend on each call but also improve a lot of things.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

NobelBiz

NOVEMBER 26, 2021

Most of the time, this option allows you to provide feedback to your consultants following the phone conversations and, if required, present them with the keys to better. Analyzing your consultants’ interactions with your customers helps you identify possible development areas, such as call scripts.

Best practices 52

Best practices Management Contact Center Cloud contact 52