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The Complete Guide to Mastering Contact Center Analytics

InMoment XI

In the era of customer-centricity, contact center analytics stands as a beacon, guiding businesses and contact centers toward informed, data-driven decisions. Demystifying Contact Center Analytics: More than Just Numbers What are Contact Center Analytics? What Are Speech Analytics?

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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

BlueOcean

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. These efforts weren’t useless – they were, as noted, the standard. She was blunt. But she wasn’t wrong.

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Idaho Central Credit Union: A “2019 Best in Class Contact Center” Runner Up

Calabrio

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Let’s take a look at a few things Idaho Central Credit Union does differently to make it a best-in-class contact center.

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How to Measure Contact Center Agent Productivity and Five Ways to Boost It

Playvox

Providing an ever-improving customer experience while boosting contact center agent productivity is paramount for your business. Here’s the blueprint for achieving greater agent productivity in your call center. The quality of customer service and support can also have an impact on the productivity of a contact center.

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Implement Continuous CX Improvements in Your Contact Center

NICE inContact

In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013.

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How To Preserve Your Contact Center QM Budget

Playvox

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. That in itself makes a strong case for keeping your contact center quality management budget intact, but the effects of a strong program go far beyond revenue. of their revenue due to bad experiences.

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Boosting Employee Engagement: 6 Tips for Keeping Contact Center Agents Motivated

Playvox

Engaged contact center agents are essential to the success of any customer service operation. But disengaged agents create challenges in a customer service center. A 2021 Gartner study found that disengaged customer service reps create a high-effort customer service experience three times as often as engaged employees do.