AI in contact center is no longer a new concept that we used to talk about. Today we can see a lot of commercial sectors using technology to improve customer satisfaction. Call centers are one of those that have always used various technologies to … Read more
Call center coaching is no easy task. That’s because it can be a time-consuming and emotionally draining process for supervisors and coaches. Yet, it is one of the most important call center best practices to continuously coach your agents. You have to be on point … Read more
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 more
Call centre technology has come a long way since those IVR call routings. Even though it is still very much in use, call centres focus on improving their technological assets. In fact, 44% of customers believe that businesses and brands should incorporate more technical … Read more
Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you’re doing everything right on the first contact, there is no reason for the customer to call back. … Read more
Call recording software plays an important role in contact centers as these take good care of your customers and your business grows itself. They do not expect you to be perfect. They understand things go wrong with products. All they want is an honest … Read more
Things do not happen by chance. Call center efficiency is a compound result of focus, strategic delegation and above all, innate love for work. In a call center setup, an agent’s proficiency requires deep understanding of the subject matter and other factors. For example, … 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
A business will flourish only when your customers are satisfied with the product and services that you have to offer. Else your competiton is always there to grab your dissatisfied customers. If you want to generate customer loyalty, you need to provide them with … Read more
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 more
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