Silence Is Not Always Golden With Speech Analytics
Learn more about speech analytics and how CallMiner Eureka helps customers realize improvements in key oper...
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If you see a business contact for the first time in months and they appear not to be interested in what you have to say, your desire to meet them again is likely to be low. If they also appear...
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From essentials like average handle time to broader metrics such as call center service levels, there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all...
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Technology developments move so quickly that it’s easy to miss out on improvements that could make a real difference to business performance. Artificial Intelligence (AI) and Machine Learning...
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A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers. First call resolution is arguably one of the most important key...
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As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures...
7 Tips for Keeping Agents Happy