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call barging

What is Call Barging in a...

Handling challenging customer interactions while keeping agents motivated is a constant uphill battle for call centers.  The stakes are high, with 73% of customers saying a single poor experience can...
Call Center Quality Management
Telephone Consumer Protection Act

What is Telephone Consumer Protection Act...

TCPA Imagine this: Your customer just wrapped up a long day at work, and as he sits down for dinner, his phone rings. It’s yet another unwanted sales call.  Frustrating,...
Call Center Compliance
No call no show (NCNS)

How Can Call Centers Minimize NCNS...

Are No Call No Show (NCNS) incidents haunting your call center?  You're not alone.  Absenteeism costs the industry billions annually, with NCNS being a significant factor in this loss. Unplanned...
Call Center Compliance
Contact Center Compliance

What is Contact Center Compliance? –...

As a call center leader, you’re no stranger to the complex maze of compliance regulations.  You’re juggling sensitive customer data, striving to meet demanding legal standards, and keeping operational risks...
Call Center Compliance
CSAT (Customer Satisfaction)

What is CSAT? Everything You Need...

Understanding your customers’ satisfaction levels can feel like navigating an intricate maze.  You want to know what works, what doesn’t, and how to create a flawless experience.  But how do...
Customer Experience
Voice Analytics

What is Voice Analytics? Meaning, Benefits...

Are you drowning in customer interactions but struggling to extract meaningful insights from them?  Every call, query, and complaint is key to better customer satisfaction, improved sales, and streamlined operations. ...
AI in Sales
Call Center Scheduling

What is Call Center Scheduling?

What’s the perfect time to call your customers? It’s simple: when they’re ready to hear from you. Timing is everything when it comes to customer interactions. When schedules are off,...
Sales Resources
Contact Center Agents

What is a Contact Center Agent?...

Did you know that 74% of consumers are at least somewhat likely to buy based on experiences alone.  Therefore, businesses need to deliver exceptional customer service to their customers.  Excellent...
Agent Evaluation and Coaching
Call Center Statistics

51 Latest Call Center Statistics with...

Call centers have become pivotal in shaping customer perceptions and building loyalty in the modern customer-centric landscape.  Every interaction—be it a complex inquiry resolved through call monitoring, a simple FAQ...
Call Center Metrics
Customer Service

What is Customer Service: Everything You...

Every business knows the frustration of unhappy customers.  Whether it's a delayed response, a technical issue, or a question left unanswered, customers expect fast, efficient help.  Poor customer service is...
Customer Experience
ROI from QA program

Maximizing ROI from QA Programs: Improve...

Running a contact center is a challenge.  You’re managing agent performance, handling customer complaints, and ensuring smooth operations—all while trying to control costs.  Maybe you've been frustrated by inconsistent call...
Call Center Quality Management
Sales Call Reporting

Sales Call Reporting Guide: Benefits, Templates,...

Sales calls offer numerous benefits to your business.  It helps you understand your prospects’ needs & preferences so you can provide tailored solutions to convert them into customers.  Besides, sales...
Sales Metrics

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