Calabrio

SEPTEMBER 30, 2020

An inspiring use of Calabrio ONE Desktop Analytics has played a starring role in Thomson Reuters’ continuing effort to improve the customer experience, decrease customer frustration and increase employee engagement. Revealingly, they discovered the sample group maintained an average handle time that was significantly above target.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Calabrio

SEPTEMBER 30, 2020

A powerful application of Calabrio ONE’s predictive analytics enabled Idaho Central Credit Union (ICCU) to increase its Net Promoter Score (NPS) by 19% in only 2 months in 2020, despite higher-than-average call volumes spurred by COVID-19. The post Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Uniphore

JANUARY 24, 2022

Today’s leading enterprises rely on Uniphore’s agent assist software to drive employee engagement and performance. Average handle time cut by 2 minutes for a healthcare service leader. Turn static knowledge into a real-time automation machine. Deliver consistent experiences, no matter the agent.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Playvox

APRIL 4, 2023

According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. To get a resolution for their problems, 79% of customers complained to the company at fault, an increase from 72% in 2020.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

CSM Magazine

OCTOBER 6, 2021

After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. Overall, leaders were able to increase awareness and clarity regarding safety procedures and reduce Average Handle Time (AHT). ANALYTICS COMPETITION WINNERS.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

Comm100

JANUARY 14, 2020

FCR) and average handle time (AHT). According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement. by 20% on average. Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come.

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Comm100

JANUARY 14, 2020

With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT). Free Download: Customer Engagement 2020 White Paper. The post 2020 Is the Year of Digital Omnichannel. Download Now.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100