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
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
Coaching call center agents is no easy task. Because it can be time consuming and also emotionally draining for some managers. You have to be on-point when you coach call center agents because coaching sessions can help agents to improve their efficiecny. Understand what … Read moreCall Center Coaching : 7 Tips for Successful Coaching Sessions
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?
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?
In a survey, 97% of consumers revealed that customer service plays a crucial role in retaining their loyalty. Providing lousy service to your customer is enough to chase them away, even if it occurred only once. As a call center manager, you can’t afford … Read moreCall Center Quality Assurance: Why QA matters in a call center?
The success of a call center depends upon how well call center agents are performing. Call center agents are responsible for making or breaking a company’s image because they are in direct contact with the customers. If agents could not help customers, then it … Read more10 Important Call Center Skills Every Agent Should Possess
A business will continue to flourish till the time your customers are satisfied with your product and after that with your service. Because your competiton is always there to grab your dissatisfied customers. If you want customers to be loyal to you company for … Read more8 Call Center Best Practices For Best Customer Experience
What is average handle time? Average handle time, or AHT, is the average time taken to handle a call from start to finish which includes hold time, talk time and any related tasks that the agent had to perform post the call. In order … Read moreWhat is Average Handle Time and How to Reduce it?