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[...]
Importance of Monitoring Calls As the current pandemic continues to affect both people and businesses, monitoring calls for quality assurance is more important than ever Contact centers and customer service teams are seeing a dramatic increase in complaints, requests, and other interactions A[...]
As contact center agents are now required to work from home, agents and managers are met with the same work-from-home challenges as everyone else One of those challenges is figuring out new ways to keep agents engaged But QA managers were dealing with agent engagement concerns before COVID-19[...]
Phone Etiquette 101 Studies show that when contacting a business, most people prefer to use the phone over other means of communication But all too often the person on the other end doesn’t exactly meet our expectations This is especially true of younger generations that hardly use phones in[...]
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[...]
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 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[...]
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[...]
We recently shared some of the most common use cases for speech analytics We covered how to improve customer experience, agent performance, and sales and marketing decisions In this article, we will focus on how to improve customer experience with speech analytics The customer experience is[...]
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