Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations. What is call center quality assurance?

Contact Center 52

Contact Center Call Center Customer Satisfaction Metrics 52

Calabrio

MARCH 22, 2025

Best Practices Contact Center Management: Best Practices & Strategies for Peak Performance Share The modern contact center is no longer seen as a mere service function at the periphery of the business. At the same time, contact center operations have also taken on a new level complexity.

Contact Center 52

Contact Center Management Call Center Measurement 52

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. That’s where contact center analytics comes into play. What is Contact Center Analytics? However, what are the benefits of contact center analytics?

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

InMoment XI

DECEMBER 13, 2024

Call Center Dashboard vs Contact Center Dashboard A call center dashboard tracks performance by focusing on phone-based interactions. On the other hand, a contact center dashboard covers multiple communication channels, including phone, SMS, email, chat, and social media.

Call Center 195

Call Center Contact Center Social Media Metrics 195

InMoment XI

MARCH 22, 2025

Automating and Refining Account Health Scoring Models CI eliminates the need for manual account health tracking by dynamically updating scores based on real-time customer conversations. This promotes contact center optimization by easing the burden on your team and providing an evolving and more accurate picture of customer satisfaction.

Average Handle Time 195

Average Handle Time Contact Center Customer Retention Touchpoint 195

BlueOcean

AUGUST 19, 2024

These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media. At Blue Ocean, we hire agents who understand that your customers are our customers, and customers are the only reason we are all in business. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

These omnichannel touchpoints include everything from the tried-and-true phone, email, and web/app chat to self-service and social media. At Blue Ocean, we hire agents who understand that your customers are our customers, and customers are the only reason we are all in business. But the trick is knowing what to measure.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

OCTOBER 6, 2020

Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering? Whether it’s your own culture that shifts over time or that of your outsourcer, keeping a pulse on cultural alignment in your outsourced contact center is essential.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

Playvox

DECEMBER 15, 2022

Let’s face it, the call center of yesteryear is not wholly relevant when looking at customer service operations today. Even the terms “call center” and “contact center” are called into question, given the images they evoke of rows of agents in cubicles lined up to fill a room. What Is A Digital Contact Center?

Contact Center 72

Contact Center Multi-Channel Average Handle Time Omnichannel 72

Interactions

APRIL 2, 2025

Additionally, our IVA offers omnichannel fluidity, with context persistence that enables the IVA to be aware of previous transactions, regardless of the channel or time when it occurred. The customer journey is optimized and personalized within whatever channel they choose, remembering customers and interactions across channels.

Retail 62

Retail Average Handle Time Contact Center Innovation 62

Playvox

JANUARY 24, 2022

While it’s hard to argue against the importance of delivering great CX, it’s also all too easy to assume that the experiences your contact center delivers are up to par simply because you are handling interactions efficiently. Unpacking the types of customer interactions contact centers handle provides key insights.

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

InMoment XI

SEPTEMBER 3, 2024

Conversational analytics, also called conversational intelligence or conversational AI, is the process of analyzing natural language conversations between an organization’s customer service or contact center agents (both human and virtual) with that organization’s customers or clients. Why is Conversational Analytics Important?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Playvox

MARCH 19, 2024

Some of the most common uses of AI have been game changers: Virtual assistants like Siri guiding us on our way and finding information in an instant Fraud detection from our financial institutions Medical diagnoses and healthcare Contact centers are no exception and stand to gain significant business and operational benefits from AI.

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Omnichannel 74

NICE inContact

JANUARY 31, 2019

I could take you through a litany of common contact center terms and definitions … but why? To understand todays technologies and what they mean to your business is key to help make the right investments in your customer experience – here are some of the most researched contact center terms: .

Contact Center 74

Contact Center Net Promoter Score Average Handle Time Government 74

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

UJET

NOVEMBER 19, 2020

The API integration linking your contact center and your customer relationship management (CRM) tool shouldn’t be holding you back. API integrations are lines of code that connect two or more applications, like your CRM and your contact center. What Exactly Is CRM Contact Center Unification? Data Accuracy.

Contact Center 82

Contact Center Customer Service Document Average Handle Time 82

NICE inContact

OCTOBER 17, 2018

But the Houston-based company was losing sleep over its two contact centers. By implementing several integrated CXone products—CXone Omnichannel Routing, CXone Workforce Management Enterprise, CXone Reporting and CXone Quality Management Enterprise—Mattress Firm has seen significant results. billion in annual sales (2016).

Average Handle Time 48

Average Handle Time Contact Center 2016 Omnichannel 48

Interactions

FEBRUARY 6, 2025

Highly regulated industries, especially those that deal with critical moments in customers financial journeys, can be a tough nut to crack when it comes to contact center automation. Whats more, insurance is a true omnichannel experience. Youll also sign off on exactly how your data will be stored and used.

Insurance 62

Insurance Interaction Multi-Channel Contact Center 62

TechSee

MARCH 19, 2019

Once upon a time, measuring customer service success was straightforward. Hire some agents, train them, and use standard contact center KPIs to measure how well they perform. Enterprises must consider staffing costs, call center management systems expenses and the cost of self-service tools.

Metrics 146

Metrics Contact Center Virtual Agent Net Promoter Score 146

Calabrio

MARCH 5, 2025

Analytics Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 Share Call Quality Monitoring: Best Practices and Tech for More Effective QA in 2025 What area do you see as the biggest opportunity for growth in your contact center? Why is call quality monitoring so important in the contact center?

2025 52

2025 Contact Center Call Center Average Handle Time 52

CSM Magazine

JUNE 5, 2024

With Meaning capabilities within the Five9 Agent Desktop, voices can be modified in real time to help facilitate seamless conversations between contact center agents and customers. ” “Meaning brings AI to the contact center for companies focused on streamlining the customer experience,” said Brian Bitsky, Sr.

Contact Center 52

Contact Center Average Handle Time Omnichannel Brand Values 52

NICE inContact

NOVEMBER 8, 2019

We’re making it easier than ever for contact center managers to bring together the most powerful solution to operate your contact center, to drive efficiency and productivity, and to give your agent a streamlined desktop with everything they need in one place. Five Reasons Why This is the Most Popular and Power Solution.

Contact Center 10

Contact Center Average Handle Time Healthcare Call Center 10

Upstream Works

NOVEMBER 19, 2020

These drivers will continue into the new year has contact centers strive to meet new customer demands – by upgrading technology while knowing how to deploy the new capabilities. Contact center leaders must understand how the criteria for CX has changed with the pandemic. Meeting the New Criteria for Customer Experience.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. What Is A Digital Contact Center? Is your contact center omnichannel?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

ShepHyken

NOVEMBER 30, 2018

Actual customer contact agents, however, prioritize something else: the effort required to perform their work. Agents obviously value bright contact centers and great salaries, but their daily happiness hinges far more greatly on systems and processes. Goal: Delivering a Consistent, Omnichannel Experience.

Blog 100

Blog Omnichannel Average Handle Time Contact Center 100

Talkdesk

NOVEMBER 24, 2020

From an operational perspective, personalization will drive down important call center metrics like average handle times (AHT). Contact centers can drive significant value for both the patient and the organization by offering services the patient hadn’t previously considered or wasn’t even aware they needed.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

Think Customers

APRIL 21, 2022

This typically means choosing between omnichannel versus multichannel support. What is omnichannel support? A defining characteristic of omnichannel support is that customer support is available across all communication channels, delivering a consistent customer experience. What are the benefits of omnichannel support?

Omnichannel 52

Omnichannel Contact Center Average Handle Time Touchpoint 52

Calabrio

MARCH 10, 2025

Analytics Call Center QA Scorecards: 7 Tips for Quality Assurance and CX Excellence Share When 75% of customers report that theyre willing to spend more with businesses that offer a good customer experience, many contact center operators might respond with surprise. 3 out of every 4 consumers is a huge proportion, after all.

Call Center 40

Call Center Contact Center Interaction Average Handle Time 40

Upstream Works

JANUARY 25, 2022

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace. But how can contact centers respond? But how can contact centers respond? Understanding the Customer Journey.

Innovation 78

Innovation Contact Center Omnichannel Touchpoint 78

Calabrio

MARCH 5, 2025

A higher FCR indicates that a contact center is handling more interactions efficiently and effectively in a single interaction, leading to increased customer satisfaction and reduced operational costs. Research from the SQM Group finds that the average FCR across all industries is about 68%.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

eGain Blogs

JUNE 1, 2021

When COVID hit, contact center supervisors were caught between a rock and a hard place—a flood of incoming calls on one side and agent dislocation on the other. eGain Analytics™ helps supervisors easily measure performance at the queue and agent level and make changes in real-time to optimize contact center operations.

Contact Center 52

Contact Center Average Handle Time Magazine Healthcare 52

Talkdesk

FEBRUARY 14, 2018

Make no mistake; contact center performance is ultimately defined by core “outcomes” like customer satisfaction, loyalty and revenue. Traditional metrics like average handle time and first contact resolution are undoubtedly important in this quest.

Contact Center 40

Contact Center Metrics Innovation Average Handle Time 40

Pointillist

SEPTEMBER 28, 2021

The pressure to reduce contact center costs is immense. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Omnichannel Interaction Data is Siloed or Nonexistent.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Kustomer

OCTOBER 13, 2018

Queues are essential to managing high-volume contact centers, and for good reason. Queues enable contact centers to monitor their inbound traffic in real-time and optimize customer wait times. Kustomer has adopted this model for the omnichannel world. Real-time Contact Center Insights.

Contact Center 45

Contact Center Average Handle Time Omnichannel Connections 45

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Contact Center 67

Contact Center Healthcare Customer Experience Call Center 67

NICE inContact

OCTOBER 15, 2019

But if you are a contact center manager, you aren’t measured solely on your own personal performance. One powerful way is to integrate your customer relationship management (CRM) system and your contact center software. Average Handle Time: Integrating your contact center and CRM enable you to shorten call length.

Contact Center 9

Contact Center Average Handle Time Healthcare Measurement 9

eGain Blogs

FEBRUARY 7, 2020

” Knowledge improves call center metrics (KPIs). Using knowledge management in call centers (also called contact centers as phone is now just one of the many channels in use) is known to improve productivity of customer service agents, consistency in responses, the use of new information, and compliance with industry rules.

Call Center 52

Call Center Metrics Contact Center Management 52