Tag: call center

March 20, 2025

AI Agents vs. IVR: A Data-Driven Analysis of Call Resolution and Customer Experience

In today’s fast-paced business environment, customer service efficiency and satisfaction are paramount. Our recent study comparing AI Agents to traditional Interactive Voice Response (IVR) systems reveals compelling insights into the future of customer interactions. Let’s dive into data-driven call resolution and compare the customer experience of these two technologies. Key Performance Metrics Our analysis focused… View Article

February 27, 2025

AI-Powered Customer Service Revolution: Transforming Home Services

The home services industry is rapidly evolving, and so are customer service expectations. With an increasing demand for faster, more efficient service, AI is stepping in as the game-changer that can drive innovation and elevate customer experiences. According to Forrester, by 2028, 60% of B2B seller work will be executed through conversational AI technologies. This… View Article

February 20, 2025

AI-Powered Text Messaging: The Future of Business Communication

In today’s fast-moving digital world, AI-powered text messaging is quickly emerging as a game-changer for businesses looking to elevate customer interactions and streamline operations. It’s no longer just a buzzword—it’s an essential tool for growth, particularly as customer expectations continue to evolve. Research from leading analysts highlights the vast potential of this technology, which can… View Article

February 8, 2020

Analytics and Reporting for Call Center Metrics

The abandonment rate is the first step in determining how efficient your call center is. This metric indicates the percentage of calls that end without a resolution. A good benchmark is zero call abandonment. However, it is possible to achieve an 80% abandonment rate if there are a lot of things you need to do…. View Article

October 4, 2019

Analytics and Reporting of Call Center Metrics

The average wait time is the most basic contact center performance indicator. This metric is used to measure how long it takes a customer to resolve an inquiry. High service levels ensure that customers are quickly connected with the right person and that problems are solved quickly. If the average wait time for a call… View Article

February 8, 2020

Benchmarks for Call Center KPIs by Industry

First response time, which measures the agent’s response time to customers’ inquiries, is one of the most important metrics in call center performance. This measure also ties in with the average volume of calls in the center. A high average call handling time can indicate that agents are taking too much time to answer the… View Article

March 27, 2025

Beyond the Script: How AI Agents Deliver Context-Aware Conversations Unlike IVR

In the ever-evolving customer service landscape, AI agents are revolutionizing the way businesses interact with their customers. Unlike traditional Interactive Voice Response (IVR) systems, AI-powered call handling adapts dynamically to customer needs, creating a more personalized and efficient experience. Let’s explore how this technology transforms customer interactions and drives better business outcomes. The Limitations of… View Article

February 7, 2020

Call Center Agent Productivity Metrics

Call center agents are responsible to answer customers’ questions and provide excellent service. This can be a difficult task. You’ll need an evaluation of your call routing strategy to make sure your agents are meeting customer satisfaction survey goals. You can also track how many calls you have completed, the average time on hold, and… View Article

October 3, 2019

Call Center Agent Scorecard – How to Measure Call Center Performance

Besides sales numbers, there are other important metrics that can help a call center improve its performance. The average handle-time is the first. This metric is used to determine how long agents spend working on each task and whether they are on track to reach or exceed their quota. It is important to remember that… View Article