These days, it seems like for every industry and business model out there, there’s a corresponding third-party software solution businesses can use to save time and simplify the collaboration process. But what if your business is unique and caters to a…
The sound of ringing phones. Voices talking over one another. A hint of panic in the air. Sounds familiar, right? This is what most contact centers are like. No wonder so many call center agents are on the brink of burnout. But it doesn’t have to be th…
There’s no question that call center benchmarks matter. As the saying goes, you can’t manage what you don’t measure. But the question is, what are the metrics that actually matter? It’s easy to become overwhelmed by all the information out there tellin…
Setting up a new call center might seem straightforward—just get some phones, hire some agents, and start taking calls. However, there is far more to it once you factor in considerations surrounding call center compliance. Simply put, you can’t j…
Most businesses know the value of collaboration to increase workplace productivity. Continuous learning environments are key these days. But what does that actually mean? Employees want to be upskilling, learning new things, and advancing their careers…
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 »
The post Too Many Calls? Call Deflection Wo…
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 »
The post Call Group: The Answer to Stop Losing Customer…
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 »
The post How to Build a Call Center Knowledge Base Agents …
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 »
The post What Do Call Center Agents Actually Do? A Day on the …
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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