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InMoment XI
MARCH 14, 2025
In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.
CSM Magazine
MARCH 27, 2025
Common Signs of Inefficiencies in Your Contact Center Here are a few red flags to look out for in your contact center operations: High Average Handle Time (AHT): Repeatedly long conversations could indicate unclear processes or agents lacking access to the necessary tools and information.
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Calabrio
MARCH 25, 2025
Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.
InMoment XI
MARCH 22, 2025
It leverages artificial intelligence (AI) to analyze customer conversations, giving you real-time insights into customer sentiment and satisfaction with your brand. CI goes the extra mile, tracking more reliable factors like response times, interaction frequency, and conversational sentiment. Hey, weve all done this at some point.)
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Calabrio
MARCH 11, 2025
Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. What is call center quality assurance? Think of call center QA as the compass guiding your contact center towards consistent excellence.
Calabrio
MARCH 5, 2025
Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? How to calculate first response time Measuring FRT is straightforward but requires consistent tracking. This way, customer interactions are directed to the right resource more efficiently, reducing wait times.
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