White Paper: Fonolo
For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service.
In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better performance and future success.
Customer Satisfaction (C-Sat): To keep service costs low, while maintaining high caller satisfaction
Service Level: what your call center can reasonably achieve
First-Call Resolution (FCR): Focus on three areas- people, process, and product to improve the call center metrics
Average Handle Time (AHT): 5 methods to help your call center improve AHT
This white paper guide includes information on how strategic and tactical teams should work together on call center metrics reporting and its best practices.
With the explosion of new channels over the past decade, our customers are able to choose any number of ways to interact with us. For many, voice has become the channel they use when they need to escalate an issue; the channel of last resort.
By: VoiceBase, Inc
Today’s call center is not lacking data. But the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes time— time that could be better spent exploiting new-found insights to improve business processes. By replacing human call scoring with an automated call solution offered by contact centers, call-tracking services and hosted PBXs can save a considerable amount of time and money. Your clients will be interested in a solution that accelerates the call-scoring process, saves money, and enables a new level of intelligence to be gleaned from customer calls. VoiceBase Predictive Analytic is just such a solution. Automatically mining the rich data in spoken interactions opens the door to a wealth of possibilities. Read this whitepaper for predictive insight on automated call & scoring leads for today's call center systems.