6 Contact Center Management Best Practices to Improve Operations and Reduce Costs

Posted by 3CLogic on Jul 8, 2022 9:00:00 AM

What started as a few whisperings in early 2022 has become a near certainty — the U.S. is on the cusp of a recession. With inflation soaring, stocks tumbling, and consumer sentiment dwindling, it’s not difficult to see why a recent survey shows that experts predict there’s a 44% chance of entering an economic downturn within the next 12 months. 

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Topics: agent retention, agent training, reporting and analytics, contact center technology, automation, cost savings

How to Leverage Advanced Contact Center Analytics to Unlock Valuable Insights

Posted by 3CLogic on Apr 13, 2022 8:00:00 AM

Picture this — your call center experiences a huge surge in volume on Tuesday morning at 10am, a time that’s typically quiet. As the queue grows, average handle time (AHT) spikes, the abandon rate grows, and the first call resolution rate plummets. 

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Topics: customer experience, reporting and analytics, contact center integrations, ServiceNow

How to make voice analytics your competitive advantage today and the future.

Posted by Kathy Ruxton on Oct 9, 2018 12:10:52 PM
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Topics: voice, reporting and analytics, ServiceNow, customer engagement, sentiment analysis

How to Tackle Reporting in a SaaS World

Posted by Kristen Braun on Apr 15, 2015 1:18:34 PM

Have you ever joined a fantasy baseball league? Statistics are vital to knowing whether or not to draft a player or trade them. It can be the key to winning or losing. The same can be applied to business. Accurate reporting can analyze key data related to employee performance, customer profiles, and can often be targeted to extract the direct information that you need from the pile. In the SaaS industry, this is something that is becoming more and more complex as new innovations arise. But why is this so important, and what should you be looking for when it comes to analyzing your data?

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Topics: big data, reporting and analytics

6 Ways to Manage High Call Volume During the Holiday Season

Posted by Guillaume Seynhaeve on Nov 24, 2014 8:52:00 AM

Consider the Following:

- 20-40% of yearly sales for small and mid-sized     retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth

And what does a rise in holiday shopping generally mean for businesses?  More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint. 

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Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics

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