Providing top-notch customer service every single day isn’t just a goal for your call center reps—it’s a promise they keep. At the core of this commitment is contact center performance management. It helps to optimize processes, train agents, and develop strategies. This will outshine … Read more
Call analytics is a high-tech solution for many business tasks. It applies to call center operations, sales, and customer service. Below are some of the most important things you need to know about this ground-breaking technology. You’ve probably heard the expression, “Data is the … Read more
Still stuck auditing 2% of your calls? You’re not alone. Call center quality management hasn’t changed much in the last decade. Most teams still rely on manual audits—listening to a handful of random calls and hoping they represent the whole picture. Spoiler alert: they … Read more
Did you know 74% of customers have switched brands because of poor customer service? That’s a huge risk for any business, especially in call centers, where every interaction counts. But here’s the good news: Quality Assurance (QA) is your safety net. It’s the secret … Read more
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 more
Things do not happen by chance. Call center efficiency is a compound result of focus, strategic delegation, and above all, an innate love for work. In a call center setup, an agent’s proficiency requires a deep understanding of the subject matter and other factors. … Read more
A business will flourish only when your customers are satisfied with the product and services that you have to offer. Else your competition is always there to grab your dissatisfied customers. And your call center plays an important role here. If you want to … Read more
We monitor 2% of calls and hope for the best. Sound familiar? That’s the reality for most QA teams today. Manual audits. Random sampling. Endless spreadsheets. And somehow, we’re still expected to improve CSAT, catch compliance slips, and coach agents effectively. Here’s the problem: … Read more
