Workforce Analytics: Notes from the Cloud

For most contact centers, 40% of incoming calls are unnecessary repeats. Improving FCR is a top priority for many call centers because it can dramatically help reduce operating costs (up to 25% for la... Read more

Improving FCR is a top priority for many call centers. However, in order to improve your first contact resolution rate you have to first understand WHY your customers are calling. Unlike other approac... Read more

While a desktop software program can streamline the inter-application process, there is still a chance for many performance or process impeding issues to happen and go unnoticed. These problems typica... Read more

In a recent blog post, Richard Snow of Ventana Research comments on Enkata’s commitment to enhancing the customer experience by increasing our product portfolio to include unstructured data analytic... Read more

Speech analytics can radically transform the way call centers automate quality monitoring and direct coaching practices, improve key metrics such as First Contact Resolution and help a company gain in... Read more

Understanding why a customer is calling is arguably the single most important piece of data a call center can uncover. Depending on the industry, 30%-80% of your customers are likely to reach out to y... Read more

Call center coaching is the number one way a manager can improve a call center’s performance. A strong coaching program gives employees the tools and confidence to effectively manage customer intera... Read more

Just concluded a set of great discussions at a Customer Experience Executive Summit in Austin, TX.  The audience was a mix of Customer Service and Customer Experience Executives.  Leading brand comp... Read more

Speech analytics offers substantial value to businesses through its unique ability to “listen” to every customer call and give insights into the conversations. You can find lots of examples of suc... Read more

I’m often reminded in my conversations that the complexity of customer inquiries handled by call centers is only going up as the ‘easy’ transactions are handled by self-service. This trend furth... Read more

Get your umbrellas because cloudy days are in the forecast for the call center. I’m amazed at how rapidly adoption of a new technology or paradigm progresses once a certain critical mass is achieved... Read more

The definition of customer experience continues to expand to include a broader set of touch points over broader interaction timeframes. Customer experience is less a singular event vs a journey with m... Read more