Syndicated

A good team will benchmark its performance based on statistics—and this rings especially true the key metrics associated with call centers. By familiarizing yourself with stats around support handle times, resolution rates, and more, you’ll be eq…

ASR (Automatic Speech Recognition) allows us to interact with devices, such as smartphones and smart home assistants, using our voice. In call centers, ASR helps customers interact with automated systems and self-service menus without the need of a hum…

AmplifAI is perhaps one of the most fruitful outworkings of the modern AI era. It’s a cutting-edge software that uses AI to improve the internal efficiency and performance of your business’s teams, saving time, reducing costs, and increasing profits do…

A good ol’ fashioned disaster can take your call center offline and do long-term damage at any point—so it’s good to have a solid recovery plan in place. First, you should make a list of all your risks and their potential impacts, and then you can defi…

Call deflection is a strategy used in customer service to manage high call volumes by directing callers to alternative support …
Too Many Calls? Call Deflection Won’t Help. Here’s Why Read More »
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Call groups, which are sometimes called ring groups, help make sure callers get connected to the right call center agent …
Call Group: The Answer to Stop Losing Customers? Read More »
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Customer satisfaction is the holy grail of call centers, and lofty KPI goals are just as hard to come by. …
How to Build a Call Center Knowledge Base Agents Love to Use Read More »
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Call center sentiment analysis is a process used to interpret how customers feel when they engage with agents in a …
Call Center Sentiment Analysis Helps, But Not Much Read More »
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If you like working with people and thrive in a fast-paced environment, then a job as a call center agent …
What Do Call Center Agents Actually Do? A Day on the Job Read More »
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The short answer—absolutely. Call center fraud attempts are more popular today than ever. Every call center should take precautions to …
Call Center Fraud Prevention: Should You Even Bother? Read More »
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Most businesses start with a Request for Proposal (RFP) to find the right vendor to solve their call center needs. …
Stop Using a Call Center RFP Template. Do This Instead Read More »
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