Callminer

OCTOBER 3, 2019

Pay attention to employee feedback to keep your staff engaged and motivated. Hence, it is essential that contact center agents remain detached while actively participating in the conversation and do not take things personally.” – Arvind Rongala, Top 10 Call Center Agent Traits , Invensis; Twitter: @Invensis. .

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

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

Customer Relationship Metrics

JANUARY 11, 2017

Post-call IVR surveys allow you to capture the raw emotion of the contact center experience. Let’s explain why with a short example: Contact Center A: The post-call IVR survey was linked to a specific contact center agent. For more specifics, these were two financial services contact centers in this study.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67