Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results. They’ll receive $50,000 for their contact center.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Calabrio

SEPTEMBER 30, 2020

That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results. But selecting a winner won’t be easy.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Uniphore

DECEMBER 17, 2021

Scoring an “Ok” Satisfaction Rating Isn’t Enough. Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

GlowTouch

JULY 10, 2020

Reduced resolution time means reduced costs. While the industry-standard average handle time (AHT) for phone interactions is 6 minutes and 3 seconds , most live chat issues get resolved in 42 seconds or less — a huge difference! Reduced Costs. Even a phone call may be undesirable for many customers in need of assistance.

Customer Satisfaction 52

Customer Satisfaction Average Handle Time Return on Investment Effort Score 52

Stella Connect

DECEMBER 2, 2021

In 2020, we found that only one third of consumers (33%) said they’d switched to a competitor after only one negative customer service experience with a business. 2: Time Is Money for You—and Your Customers. What matters the most when contacting customer service? #1: 1: Response time. #2:

Trends 52

Trends Customer Service Data First Call Resolution 52

CSM Magazine

OCTOBER 6, 2021

Analytics competition winners were selected from a field of customer applicants and will share $100,000 in prize money to use in their contact centers. After implementing Calabrio Analytics at the end of 2020, GreenPath was determined to utilise the tool at every stage of the customer journey. ANALYTICS COMPETITION WINNERS.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52