Callminer

SEPTEMBER 14, 2020

Learn more about how speech analytics can benefit your call center operation by downloading our white paper, 10 Ways Speech Analytics Empowers the Entire Enterprise. They can assess how current scripts are performing and change them as needed. There would be no operations without customers. Jesse Silkoff.

Call Center 182

Call Center Analytics First call resolution Metrics 182

Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. 69% of customers surveyed attributed their good customer service experience to a quick resolution of their problem.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. Wikibon predicted that enterprise cloud spending is growing at a 16% compound annual growth (CAGR) run rate between 2016 and 2026.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Natalie Petouhof

APRIL 4, 2016

The new SOASTA mPulse enhancements make Big Data insights easy to visualize, access and share. Instead of siloing information within groups, SOASTA mPulse with embedded Data Science Workbench reports help enterprises isolate issues, triage performance problems, and make decisions based on a better understanding of the customer.

Management 40

Management Analytics Consulting Consulting 40