first call resolution guide

9 Secrets to Improving First Call Resolution

Share:

One of the most important statistics a contact center can measure is FCR or first call resolution (Note: with the expansion of communication channels like chat, email, text, and social media, FCR might be better described as first contact resolution). That’s the rate that examines whether or not a customer had his or her issue solved on the […]

Read
speech analytics

5 Reasons Why Your Contact Center Needs Speech Analytics

Share:

Understanding customers’ needs would be much simpler with access to a fortune teller’s mystical crystal ball. Unfortunately, in the real world there are no shortcuts to this type of enlightenment. Or are there? Today more and more companies are utilizing speech analytics technology to gain customer insight and enhance the quality management (QM) processes. This […]

Read

Speech Analytics vs. Word Spotting

Share:

Speech analytics is a hot topic in the contact center market.  Many of our peers in the industry – clients, prospects, and business partners – come to us looking for information on this exciting new technology.  They are interested in call recording, but they want to use speech analytics in their quality monitoring program to quickly […]

Read

Why Contact Centers Shouldn’t Record Calls (Part 2)

Share:

In part one of this series, we explored reasons to record your calls. This included quality management and various industry regulation. In part two of this series will explore reasons not to record your calls, specifically state laws regarding two-party notification. We will also discuss ways to keep your recorder compliant. State Recording Laws Recent […]

Read

Why Contact Centers Need Call Recording (Part 1)

Share:

If there are reasons you should not record your calls, why is everyone doing it? The answer is easy. There are many good reasons to record your calls. For some it’s not a matter of choice – industry regulations mandate that they record some or all of their customer transactions. For other companies call recording […]

Read