What Are Call Center Industry Statistics in 2017? Here’s what you Need to Know.

Definition of Call Center Statistics Call center statistics are data gathered about enterprise call centers that empirically illustrate both the internal and external relationships these centers have within the business environment in which they operate. They cover a variety of other areas including technological change, changes in consumer attitudes, and competitive considerations.   This takes […]

Read More

How to Measure & Improve Call Center Average Speed of Answer

Average speed of answer is, at the most basic level, about running an effective call center by finding the fastest path to having customers’ questions answered or issues resolved. This means understanding the metrics that need to be monitored, transcribed, and analyzed in order to glean actionable insights.   Average speed of answer is one […]

Read More

Voice of the Customer Analytics: The Power of VOC Insights in Improving Service

One of the biggest challenge businesses face in providing better customer service is truly understanding their customers. Figuring out why customers are reaching out and what drives their decisions, behavior, and opinions of your brand are crucial to long-term success. To create a positive customer experience, not just before and during the sale, but after […]

Read More

How to Reduce Call Center Dead Air Space?

There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of your business success. Some businesses struggle […]

Read More

Identifying the Top Call Center KPIs & Metrics for Your Business

Managing a call center is no easy feat, which is why it is imperative to deploy tools that can measure progress, results and performance. The first step to charting your progress is defining your objectives. The next step is deciding what key performance indicators, or KPIs, you will use to verify how effectively your call […]

Read More
Download the Report

The Forrester New Wave™: AI-Fueled Speech Analytics Solutions, Q2 2018