JustCall

APRIL 26, 2022

Through AI, you can analyze calls for customer sentiment and determine if your agents need additional training or if you need to make a change in your contact center strategy. Most AI-enabled call center solutions come with advanced analytics tools that let businesses understand how effective each agent is at handling calls.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

Callminer

OCTOBER 11, 2018

She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. First contact resolution (FCR) measures might be…”. The single most undervalued/overlooked call center metric which is not tracked by most contact centers is…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Relationship Metrics

JANUARY 11, 2017

Let’s start with a definition of Customer Experience. I really like the definition from Mike Wittenstein , managing Partner of Story Miners® : “Customer Experience is the sum of everything your brand does FOR customers minus everything your business processes does TO them. Both contact centers averaged about 30,000 calls per month.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67