MiaRec

JANUARY 9, 2023

Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers.

Best practices 83

Best practices Analytics Contact Center Call Center 83

Tethr

SEPTEMBER 17, 2021

It’s a handful of questions that generate a simple score based on a limited sample size. This is fine, for what it is, but as customer experience leaders, we may struggle to understand what factors caused that score. We’ve seen people use keyword spotting, basic sentiment, and tone, and try to call that measuring Effort.

Analytics 77

Analytics Customer effort Coaching Education 77

Vistio

JULY 11, 2022

Welcome Steven, can I record this call for quality assurance? Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. Thank you so much for being with us. Not at all.

Technology 52

Technology Self service Contact Center Analytics 52

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. As the name suggests, a First Call Resolution is a call that gets resolved by the support rep on the first call. If you’re missing the mark on First Call Resolutions, your customer experience is suffering.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40