Call Center Optimization

Archive for Call Center Optimization

Which KPIs Should Your Contact Center Track in 2021?

Contact center Key Performance Indicators (KPIs) are crucial to understanding agent performance and improving the customer experience As you review and evaluate customer service tactics for 2021, you'll want to track these metrics as efficiently as possible But first, you need to determine which[...]

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What is SaaS Vs. MSaaS: Key Differences & Benefits

What is SaaS In Brief In a previous blog, we shared five tips on finding a SaaS solution that is right for your business The article provides a full definition and examples of SaaS solutions And one of those tips strongly suggests that you choose a Managed SaaS solution (MSaaS) over a[...]

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Managing Contact Center Agents During COVID-19

Last week, we discussed how the COVID-19 pandemic has impacted the customer experience, and we briefly addressed its effect on contact centers In this article, we take a closer look at how contact center agents are adjusting to meet customer expectations More specifically, we will discuss how to[...]

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5 Ways to Improve Call Center Agent Performance

Your contact center agents carry the huge responsibility of representing your business and your brand Not only are they at the front lines of handling customer questions, requests, and problems, but how they conduct themselves directly impacts the customer experience That impression can determine[...]

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Which Contact Center Metrics Should You Track?

What Are Contact Center Metrics If you understand the importance of the customer experience, you know that contact centers play a vital role in a company’s success Conversations with agents are often the first contact a customer has with a company; therefore, agent interactions play a huge[...]

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