Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Interaction 98

Interaction Analytics Call Center Contact Center 98

Kustomer

AUGUST 8, 2022

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve. Read More Hide.

Customer Service 98

Customer Service How To Call Center Contact Center 98

Talkdesk

MAY 3, 2017

They identify dissatisfied customers, successful sales agents, interested prospects, and upsell opportunities from call recordings. VoiceBase – VoiceBase Speech Analytics Dashboard provides a powerful visual summary of your Talkdesk contact center calls through customizable rules based or machine learning KPIs.

Contact Center 40

Contact Center Call Recording Call Center Return on Investment 40

Magellan Solutions

JULY 15, 2021

They have a wide range of target industries from food and beverage, retail to financial services. The client handles credit and debit card transactions for over 100,000 restaurants, hotels, and other retail merchants. . B2B Appointment Setting Services Help a Wine Retailer to Increase their Pipeline Value. Challenges.

Call Center 40

Call Center B2B Sales Retail 40

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Kustomer

JULY 16, 2020

When it comes to QA , or quality assurance, a lot of analytical work is happening to ensure that the customer service experience is as good as it can be. QA tools record phone calls, conduct surveys and collect a lot of data about how to improve the experience. Make Sure Your Agents Have the Resources to Improve.

Customer Service 52

Customer Service How To Call Center Contact Center 52