The concept of First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center environment, this means that after the first … Read moreWhat is First Call Resolution? Why is it an important metric?
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 more13 Best Call Center Phone Systems for 2021
The ability to demonstrate empathy is vital for every employee in the call center business. We know as customer-facing professionals that we need to show empathy, but a lot of people find it hard to put it into practice, especially if they are in … Read more29 Empathy Statements In Customer Service
People all around us seem to be talking a lot about artificial intelligence and machine learning. Running a call center? It may be hard to imagine how it can possibly help your use case, correct? It’s not that hard after all. Conversation intelligence software … Read more7 Compelling Ways Conversation Intelligence Enhances Call Center Productivity
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
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
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?
Below is a summary of what all you can do once you integrate Zoom with your Enthu.AI account. 1. Log your call activity within Enthu All calls made through Zoom for the selected agents will be reflected within Enthu.AI. This will happen only for … Read moreHow to use Your Zoom integration with Enthu?
Below is a summary of what all you can do once you integrate Aircall with your Enthu.AI account. 1. Log your call activity within Enthu All calls made through Aircall for the selected agents will be reflected within Enthu.AI. This will happen only for … Read moreHow to use Your Aircall integration?
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?