For a contact center, call abandonment rate refers to the percentage of inbound phone calls that are abandoned by the customer before speaking to an agent.
A call center agent evaluation form is a pre-made template for evaluating a call, where a QA analyst fills out a form and scores how the agent performed on a wide variety of interactions throughout the call.
IVR or Interactive Voice Response is an automated system that routes calls to the most appropriate agent through identification and segmentation. IVR is an incredibly important tool for contact centers as it can partly or fully automate customer service programs and drive efficiency.
Speech analytics is a software technology that transcribes 100% of voice calls and derives deep insights, trends, and metrics from each call. It utilizes AI services including transcription, natural language processing, and speech technologies to understand, analyze, and derive insights from a voice conversation. These insights are then used to evaluate agent performance, assess customer experience, and monitor organization-wide strengths and shortcomings.
