Uniphore

JANUARY 21, 2022

Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. According to a Forrester survey, 17 of the largest healthcare plans have an industry average score of 70.2 Download the Article. out of 100.

Healthcare 147

Healthcare Net Promoter Score Call Flow Self Service 147

ViiBE Blog

MAY 13, 2021

No matter the kind of call center, ensuring a positive call center experience is crucial to a customer’s experience with a company. So what exactly do call centers do? What does a call center do? Customer satisfaction is a crucial metric and the priority of every call center employee.

Call Center 52

Call Center Technology Virtual Call Center Contact Center 52

Stella Connect

JANUARY 19, 2018

It’s important to take multiple performance metrics into account, both internal and VoC, so you’ll know you have a complete picture and you’re measuring things that matter. The inputs you use could be anything from customer feedback and QA scores to average handle times and first-call resolution.

Call Center 41

Call Center Training How To Average Handle Time 41