Using Call Recordings and Speech Analytics to Improve Call Center Performance

speech analytics

With speech analytics, companies can now screen calls that call centers couldn’t review manually. This means that businesses now have access to actionable insights from calls. As such, they will have more access to information that otherwise would have been lost even through surveys. … Read moreUsing Call Recordings and Speech Analytics to Improve Call Center Performance

Top 9 Widely used Call Center Phone Systems for 2021

best call center phone systems

Even in today’s digital world, customers prefer to talk to customer support on phone rather than talk to agents on live chat. This is due to the fact that talking directly on the phone builds confidence and trust between the customer and agents. Nowadays, … Read moreTop 9 Widely used Call Center Phone Systems for 2021

6 Effective Ways to Manage Remote Call Center Agents

manage remote call center agents

With the advancement in technology, the call center agents are not limited to office space. Call center agents have the luxury of working from anywhere because of high-speed internet availability, cloud networks that powers VoIP and contact center solutions, etc., giving them access to … Read more6 Effective Ways to Manage Remote Call Center Agents

10 Empathy Statements for Call Center Agents to Improve Customer Service

Empathy Statements for Customer Service

Empathy statements play a big role for call center agents to improve customer service. It might not be easy for one to convey empathy. Reason: it can be easily misunderstood for pity or might sound robotic. That’s why, you need to selective with your … Read more10 Empathy Statements for Call Center Agents to Improve Customer Service

Call Center Attrition: What is it and How to Reduce it?

Call Center Attrition

What is call center attrition? Call center attrition is defined as the number of employees leaving the firm over a given period of time. To calculate employee attrition, you need to divide the number of employees leaving the firm divided by the average number … Read moreCall Center Attrition: What is it and How to Reduce it?

What is First Call Resolution? Why is it an important metric?

First Call Resolution

What is First Call Resolution? First call resolution is an important call center metric that is defined as the call center’s ability to solve customer issues within the first call itself, with no-follow up required. FCR is a great way to know about customer … Read moreWhat is First Call Resolution? Why is it an important metric?

How to evaluate a speech analytics software?

How to evaluate a speech analytics software

Are you a business leader exploring the best speech analytics software solution for your calling team? With so many options available in the market, you will soon face a problem of plenty while taking a decision. But don’t worry, there’s a methodical and logical … Read moreHow to evaluate a speech analytics software?