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[...]
How to Manage Compliance in the Contact Center Using Speech Analytics
Why Manage Compliance Compliance management is the process by which businesses and managers ensure compliance with certain laws and regulations When you call a business and hear, "This call may be recorded for quality purposes," that’s typically because that business is trying to manage[...]
Compliance Risk Management from a Distance with Automated Quality Management (AQM)
When Bob Dylan wrote “The times, they are a-changin’,” it’s hard to say if he ever suspected they would change this much Because of the COVID-19 pandemic and social distancing, most business transactions must occur online or over the phone Customer service is more important than ever due[...]
As You Move Your Call Agents to WFH Settings, Read This
Live voice conversations are a critical component of a contact center’s role in providing exceptional customer service Now more than ever, customer care and delivering optimal customer journeys are highly relevant Companies are moving all agents and employees to remote work from home (WFH)[...]
Understanding and Responding to Your Customers During COVID-19
Understanding Agent-Customer Conversations During Times of Crisis It’s safe to say that most, if not all of us have never experienced a pandemic like COVID-19 As the coronavirus health crisis and "social distancing" practices continue, most businesses are encouraging employees to work from[...]
Why Call Center Training is Costing You a Fortune
Are you tired of spending a ton of money on call center training Do you find that the more you spend on training materials and hiring new staff, your agents still fall behind We're here to tell you why, and what to do about it Time is Money In our previous blog post, we discussed the[...]
Business Analytics 101: Transforming Data Into Insights with Speech Analytics
The importance of business analytics is a hot topic in the contact center arena Yet in spite of all the hype around it, many companies still don’t understand the value of business analytics, nor do they have a reliable way to access or understand their analytics data And for those who can, only[...]
5 Contact Center Trends to Watch Out For in 2020
2020 is here, and businesses are determining which practices are most likely to improve operations and grow revenue While there's no one-size-fits-all solution for every company, it’s clear the main focus this year will be customer experience (CX) And for many businesses, CX begins in the[...]
What is Call Scoring?
Call scoring is a standardized way to evaluate contact center agents and provide feedback used to improve agent performance and CX.