Callminer

SEPTEMBER 14, 2020

For instance, to improve key call center metrics such as first call resolution , business analysts may recommend implementing speech analytics solutions to improve agent performance management. They offer the capacity to conduct behavioral analysis of clients based on real-time data.

Call Center 182

Call Center Analytics First call resolution Metrics 182

aircall

JANUARY 6, 2021

Upselling, cross-selling, and social selling. Financial service providers that are proactive in making outbound calls demonstrate that they’re actively managing their customers’ accounts. Consider using distributed teams so you have sales experts in various geographical areas (may also give you coverage in additional time zones).

Sales 62

Sales Banking Call Center Upselling 62

aircall

NOVEMBER 23, 2016

When trying to qualify a lead, present an upselling opportunity, or follow up on a support ticket, the phone remains the most efficient method of collecting information. Having a visible phone number says, “we welcome client input, and we’ll do our best to help”. Best practices on how to use the phone channel.

voip 78

voip Interactive Voice Response Sales First call resolution 78

aircall

NOVEMBER 23, 2016

When trying to qualify a lead, present an upselling opportunity, or follow up on a support ticket, the phone remains the most efficient method of collecting information. Having a visible phone number says, “we welcome client input, and we’ll do our best to help”. Best practices on how to use the phone channel.

voip 48

voip Interactive Voice Response Sales First call resolution 48

NobelBiz

JULY 25, 2023

Reporting: The Blueprint of Action The culmination of the analytics process, reporting, provides a distilled view of insights: Dashboards: Visual interfaces show real-time data like call volumes, average handling time, first call resolution rate, and customer sentiment.

Analytics 98

Analytics Call Center Scripts Contact center software 98

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Lenox made this discovery because they have robust contact center analytics that give real-time notification of trouble areas so issues can be immediately rectified.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54