Many centers do not require agents to follow scripts for fear of having agents sound robotic or they feel that they simply do not need them Scripting will increase efficiency by standardizing information given by agents and will allow agents to feel more confident (and therefore less robotic) about[...]
Don’t get left behind in this great world of technology Here at CallFinder we will help you get the most out of your contact center monitoring while providing you with affordable real time call recording, search, and analysis We will take your contact center away from that dinosaur style[...]
A primary byproduct of excellent customer service is a fantastic Customer Experience for the client Oftentimes, the tendency is for a business to become so focused on their own operating methods, that they can sometimes ruin the experience that the customer has in dealing with a business We will[...]
Is audio mining important We think so, and we really can’t understate the importance of knowing more about it Businesses can definitely benefit from audio mining because it enables them to manage quality control more efficiently and effectively Read on to discover how audio mining can[...]
In business report cards can still exist This happens in the form of things like the customer service analysis tests that are run In these types of reports, the information being received details a lot about the operation of the business Satisfaction They always say that the customer comes first[...]
What facts do most businesses wish that they had The simple answer to this question is that they want facts that relate to their customers The more that they know about their customers, the better the business is able to operate Business intelligence can be just about any piece of data that one can[...]
One might not think that some simple phone calls could make much of a difference, but that kind of thinking needs to be changed badly A number of business insights have been created as a result of monitoring telephone interactions between customers and employees The Mountain Of Data The amount of[...]
When evaluating agent performance, it is ineffective to focus on metrics that are outside of their control Service level tanked last month There are a number of reasons that could have happened---spike in volume, vacant seats, too much outage approved by the supervisor--none of which the agent had[...]
The philosophy behind call quality monitoring feedback has changed over the last few years In the past, the process was one-way (supervisor giving feedback to agent) and was consequently often viewed as punitive by the agent The approach has changed due to the involvement of Quality Assurance,[...]
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