Callminer

MARCH 9, 2020

“Factors such as what is good for the call center, peak and low hours, employee ability, employee availability, and a whole host of others, can turn scheduling into a full-time job. That’s why it’s important to make use of the best tools available for the job.” Look for scheduling tools that come with free updates.

Best practices 182

Best practices Call Center Analytics Metrics 182

Call Design

SEPTEMBER 21, 2021

Data Analytics. The contact centre industry is no different from any other and analysing big data allows managers to refine output more accurately than ever before. Metrics include: • First call resolution. Average speed to answer. Average handle time. Average after work time. Customer satisfaction rate.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

Callminer

SEPTEMBER 14, 2020

They serve as a bridge between IT and other business functions, making data-driven recommendations that meet business requirements and improve processes while optimizing costs. One important role a business analyst can fulfill at a call center is to review customer service satisfaction rates and measure them against team performances…”.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Comm100

JUNE 5, 2018

Getting ahead of new trends is equally useful in strategic planning, where companies can plan best practices to deal with future issues. Most customers’ main complaint is that their queries aren’t well understood; knowledge management analyzes big data to piece together customer queries and produce effective solutions.

Contact Center 49

Contact Center Chatbots Call Center Self service 49

Fonolo

NOVEMBER 17, 2020

The basic concept has been around for decades, but only in the last few years have we learned how beneficial it could be for both the call center and the caller. There are five significant reasons why call centers will deploy call-back technology this year: Improving First Call Resolution (FCR).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NICE inContact

JUNE 30, 2016

Similar to Big Data and other advancements in business intelligence, the data on its own is virtually useless if you don’t know what to do with it. Some of these include reduction in QA staffing, non-compliance and fraud costs, and call volume (through increased first call resolution).

Analytics 49

Analytics Contact Center Technology First call resolution 49