NICE inContact

JULY 12, 2016

Keyword mining, trend analysis and targeted quality management (QM), can unleash the full power of your contact center data and provide key insights into your contact center operations. First Call Resolution (FCR) is a metric all contact centers are looking to improve.

Interactive Voice Response 48

Interactive Voice Response First call resolution contact center workforce Contact Center 48

Verint

DECEMBER 13, 2017

Enhancing what you have to deliver better experiences. A question being asked within many organizations is—how can we deliver better customer experiences? What solutions should we invest in to help achieve customer experience goals and meet customer expectations?

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Fonolo

MAY 7, 2015

The way your agents feel about their job will be hard to hide over the phone; a happy employee will rub off their colleagues as well as your callers, improving both the customer experience and the workplace atmosphere. Be Active in the Customer Experience Community. First Call Resolution Rate.

Call Center 126

Call Center Management Contact Center Coaching 126

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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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