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
Wondering how automated quality management is transforming call centers? In the modern landscape of contact centers, where customer interactions happen at lightning speed, providing exceptional customer service has become an absolute necessity. Customers’ expectations are not only high but are continuously on the rise, … Read more
Managing a call center takes too much dedication. But, as it is, nothing is more important than offering satisfying customer service. If you are a call center manager, you have heard a lot of complaints about call center quality already. It really doesn’t matter … 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
