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

Autoscoring your quality management forms and evaluating your calls using automated quality solutions can help your organization quickly, easily and objectively evaluate every recorded call for script adherence and other customer service requirements. Increase Employee Engagement by Providing Transparency.

Average Handle Time 26

Average Handle Time First call resolution Employee engagement Quality management 26

Fonolo

MAY 7, 2015

They will vary depending on your industry and customers, but there are a few that most customer experience managers are checking on every day: Average Time in Queue/Hold Time. First Call Resolution Rate. Do you ever get on the phone and run a call as an agent? Average Handle Time. CSat/NPS Score.

Call Center 126

Call Center Management Contact Center Coaching 126

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