Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

JustCall

FEBRUARY 3, 2021

Call center managers are the ringmasters of all operations in a call center. Ensuring that your agents are doing well on-job is more than just a matter of measuring metrics. In this blog, managers will learn how to turn their agents into seasoned experts at handling customers and prospects with call monitoring.

Analytics 98

Analytics Interactive Voice Response call center software Call Center 98

AWS Machine Learning

MARCH 27, 2024

This requires carefully combining applications and metrics to provide complete awareness, accuracy, and control. This blog post discusses how BMC Software added AWS Generative AI capabilities to its product BMC AMI zAdviser Enterprise. It’s also vital to avoid focusing on irrelevant metrics or excessively tracking data.

Enterprise 119

Enterprise APIs Metrics Engineering 119

Tenfold - Contact Center Blog

JULY 9, 2018

It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure. A 2016 survey by Call Center Helper shared that 62.7% First Contact Resolution.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

ProProfs Blog

DECEMBER 11, 2020

Your brand philosophy might have its roots in creating top-notch products or services. This blog lists 6 impressive strategies that will help you measure your service quality and take your services from ‘mediocre’ to ‘exceptional’. However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly.

Metrics 78

Metrics Customer Service Surveys Customer effort 78

GetFeedback

JULY 14, 2018

A blog survey is simple but powerful way to learn more about your audience. With just a few questions, you can measure reader satisfaction, promote new content, and convert more blog traffic. Here are step-by-step instructions on launching an awesome blog survey in under 30 minutes. Building a Blog Survey. Like/Dislike.

Surveys 74

Surveys Feedback Best practices Metrics 74

Call Design

SEPTEMBER 2, 2021

How we understand our agents often comes from our KPIs and their metrics. When we only view our agents from a productivity, performance, and customer experience perspective we miss out on the information that helps our WFM team become best in breed. We define our agents as “top producers” or “needs coaching”.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Totango

JUNE 24, 2022

The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. Customer success in SaaS differs from CS in other industries.

Best practices 109

Best practices SaaS Journey mapping B2C 109

NobelBiz

FEBRUARY 27, 2024

Call center optimization is a strategic approach that focuses on enhancing the efficiency and effectiveness of call center operations. This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

ProProfs Blog

DECEMBER 12, 2019

Gather the Right Metrics. Gather the Right Metrics. Help desk software can efficiently track the right metrics for your business, including new tickets, ticket volumes, ticket distribution, response and wait time, resolution time, backlogs, satisfaction rates, etc. Improving Help Desk Performance in Ten Steps. Define Your Goals.

Wait times 143

Wait times Metrics Self service Feedback 143

ProProfs Blog

DECEMBER 14, 2018

Most importantly, your agents become more efficient and productive when your business employs a help desk ticketing system to serve customers better. A lot of my coworkers and friends talk about having to do multiple things at once, and if it can bypass the need for a phone call, most people will try that avenue first. Tweet this.

Surveys 142

Surveys Customer Support Metrics call center software 142

Pointillist

JANUARY 25, 2019

By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Many call center leaders view it as the most important KPI to track.

Call Center 75

Call Center Metrics Abandon rate Average Handle Time 75

ProProfs Blog

JUNE 3, 2019

That’s why you need to know the ins & outs of your product. No matter whether you’re B2B or B2C, there is one important insight that every customer-facing specialist should know: customers don’t buy products, they buy experiences. It allows you to monitor visitors in real-time and initiate a chat in strategic moments.

B2C 150

B2C Feedback B2B SaaS 150

ProProfs Blog

MARCH 18, 2020

What if they love your products, but they hate your support? Accordingly, customer satisfaction metrics are important business assets that show how happy your customers are with the products or services that you provide. . That include Product, Policies, People, and Proces. This interface is so frustrating!

Surveys 145

Surveys Metrics Feedback Best practices 145

Callminer

SEPTEMBER 5, 2017

Call center QA and monitoring teams are responsible for ensuring the quality of interactions between call center representatives and consumers. Companies that use speech analytics software have an easier time monitoring these interactions. Meet Our Panel of Call Center Leaders and QA Pros: Art Coombs. Art Coombs.

Call Center 140

Call Center call center software outsourcing Coaching 140

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. With many potential combinations, picking the right call center tool software is no easy feat.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

ProProfs Blog

DECEMBER 22, 2020

In the 70s and 80s, call centers were treated as a sales tool by large enterprises where agents would call up the consumer to sell a product. This trend of call centers for chat support shifted to contact centers for chat support when internet usage became quite popular. They were asked to complete a call quota every day.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

JustCall

APRIL 13, 2020

And summed up all the best performing hacks in this blog post they are using to achieve team success. We found out that with remote customer support teams, conserving team unity and productivity becomes challenging for Managers. Get hold of these 3 factors if you want your remote service teams to stay productive and profitable.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

aircall

MARCH 12, 2021

Call centers can enhance the customer experience— if your teams are performing well. It’s essential to track call center performance to gain insight into how your customers perceive your sales and support services, so you can improve and adapt to their needs. The key ingredients to improving call center performance?

Call Center 62

Call Center Metrics First call resolution call center software 62

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. blog linkedin twitter Why? "I Companies need to employ multiple sources of information to tell the story of customers lives. blog linkedin twitter Why? blog linkedin twitter Why? blog linkedin twitter Why?

Consulting 126

Consulting Consulting Metrics Feedback 126

AWS Machine Learning

JULY 7, 2022

You liked the overall experience and now want to deploy the bot in your production environment, but aren’t sure about best practices for Amazon Lex. We have covered the planning, design, and configuration phases in previous blog posts. Let’s review the best practices for development, testing, deployment, and monitoring bots.

Best practices 98

Best practices Metrics APIs Accountability 98

Outsource Consultants

JANUARY 24, 2025

Contact center quality monitoring evaluates agent performance using call recordings, KPIs, and AI analytics to improve customer service quality. This blog post explores the key components, best practices, and cutting-edge technologies that drive effective quality monitoring in contact centers.

Best practices 67

Best practices Contact Center Technology Schedule adherence 67

Spearline

JULY 4, 2022

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. But, as usage expands and grows, so does the importance of testing and monitoring WebRTC infrastructure to manage performance. What does WebRTC enable? First, a brief recap of the power of WebRTC.

Enterprise 98

Enterprise APIs Metrics Technology 98

Spearline

JULY 7, 2022

At Spearline, we’re committed to transforming the future of webRTC testing, monitoring, and analytics. O ur suite of webRTC testing, monitoring, and analytics solutions provide a raft of real-time and aggregate global and localized testing metrics. Or, call our API for this information in JSON format.

Metrics 95

Metrics APIs Analytics Contact Center 95

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Interactive Voice Response 124

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors. You may also be aware that while live chat and instant messenger applications (i.e. Free Live Chat.

Best practices 111

Best practices Sales Analytics Benchmark 111

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To train and evaluate call center staff. To ensure the quality of customer service.

Best practices 159

Best practices Call Center Banking Contact Center 159

AWS Machine Learning

DECEMBER 1, 2022

Amazon SageMaker now allows you to compare the performance of a new version of a model serving stack with the currently deployed version prior to a full production rollout using a deployment safety practice known as shadow testing. You can then compare the performance of the two versions using metrics such as latency and error rate.

APIs 98

APIs Metrics Management Self service 98

ProProfs Blog

NOVEMBER 9, 2021

Walk through this blog to gain deep insights into how to effectively measure customer satisfaction and master actionable ways to improve it. Customer Satisfaction is a metric used to measure the happiness of customers after using your products and services. What do want to achieve via customer satisfaction metrics? .

Surveys 146

Surveys Feedback Metrics Customer retention 146

Totango

AUGUST 25, 2022

SaaS customer engagement is the strategic management of interactions with software users to help them see the value of the product. This encourages customers who are satisfied with the outcomes you deliver to use your product more frequently, purchase from you more often and refer more new users to your brand. The same applies to CLTV.

SaaS 103

SaaS Upselling Metrics Journey mapping 103

AWS Machine Learning

DECEMBER 22, 2023

This blog is co-written with Josh Reini, Shayak Sen and Anupam Datta from TruEra Amazon SageMaker JumpStart provides a variety of pretrained foundation models such as Llama-2 and Mistal 7B that can be quickly deployed to an endpoint. In production, these logs and evaluation metrics can be processed at scale with TruEra production monitoring.

Feedback 118

Feedback Engineering Metrics APIs 118

Nicereply

APRIL 7, 2020

Nicereply enables you to easily integrate one-click surveys into your email signature, into your live chat widget, and also allows you to automatically send email surveys when desired actions, “triggers”, are executed. Lastly, Nicereply allows you to measure CSAT, CES, and NPS which are essential metrics to monitor in customer support.

Gamification 90

Gamification Surveys B2C Feedback 90

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

AWS Machine Learning

JANUARY 28, 2025

In production generative AI applications, responsiveness is just as important as the intelligence behind the model. This challenge is compounded by the increasing complexity of modern LLM applications, where multiple LLM calls are often needed to solve a single problem, significantly increasing total processing times.

Benchmark 75

Benchmark APIs Engineering Metrics 75

aircall

DECEMBER 30, 2016

Setting up a call center for your business is an investment of both time and money. In order to navigate this operation as well as possible, here is a guide to help you get off on the right foot when you build a call center. Coming up with a plan to build a call center. This will be further explained in the next point.

Call Center 97

Call Center Virtual Agent virtual call center CRM 97

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

Hodusoft

JULY 19, 2023

In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98