CSM Magazine

OCTOBER 18, 2023

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training. The company’s AI Coach platform now supports 79 languages, the most options in the industry. For more information, visit www.zenarate.com.

Report 59

Report Feedback First Call Resolution Telecommunications 59

Magellan Solutions

OCTOBER 26, 2023

Still, it doesn’t always equate to quality service, as there’s a tendency for agents to strive to complete the call in less time without exploring if the customer still has other concerns. First Call Resolution (FCR) – Are the customer issues resolved at the first call without requiring a follow-up call?

Call Center 52

Call Center Net Promoter Score Average Handle Time Healthcare 52

Myra Golden

APRIL 11, 2023

Additionally, ongoing coaching and feedback can help agents improve their performance and stay motivated. This can involve recognizing and rewarding top-performing agents, as well as providing opportunities for agents to give feedback and contribute to process improvements.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

NobelBiz

JULY 25, 2023

In the digital age, customers reach out via myriad channels: Voice Calls : The traditional and most direct form of interaction, where nuances like tone, pitch, and speed can reveal a lot about customer sentiments. Agent Scorecards: Individual agent performance is encapsulated in scorecards, providing clear feedback and areas for training.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Magellan Solutions

MAY 16, 2024

Industry-Specific Expertise : Call centers specializing in specific industries (e.g., healthcare, finance) may charge higher rates for specialized knowledge and compliance requirements. Evaluate outsourced call centers with customer satisfaction scores for brand loyalty, word-of-mouth, and revenue growth.

Call Center 52

Call Center Average Handle Time ROI Omni-Channel 52

Call Experts

JULY 27, 2023

Data-Driven Insights Call centers generate a wealth of data from customer interactions, providing valuable insights for strategic decision-making. Businesses can analyze metrics such as call volumes, response times, customer feedback, and issue resolution rates through analytics and reporting tools to identify trends and improve processes.

Call Center 52

Call Center Customer Service e-support Contact Center 52

NobelBiz

JULY 4, 2023

Run a Pilot Test Before fully integrating the new technology into your call center operations, it’s wise to run a pilot test. Monitor its performance, note any technical glitches, and gather feedback from the users. Roll Out and Monitor Now you’re ready to roll out the technology to the entire call center.

Interaction 52

Interaction Call Center Engagement Contact Center 52