Expivia

MAY 9, 2021

Whether you’re building a contact center or you’re running an established call center, you need call quality monitoring. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers. You can use speech analytics to check more than just KPIs.

Call Center 98

Call Center Education call center association Analytics 98

Fonolo

NOVEMBER 10, 2020

“When looking back at it, we really only had about 10 days to get all the hundreds of our call center associates home. Team leaders will need quick and efficient ways of managing and motivating their distributed employees, requiring reliable analytics on agent and customer satisfaction.”

Contact Center 135

Contact Center Consulting Consulting call center association 135

Expivia

APRIL 1, 2021

There is a minor debate in the call center and quality management circles on whether it is best to use live calls or recorded calls when evaluating call center associates in a center. One of the AWESOME tools that have come along to help us has been advanced speech analytics.

Quality management 52

Quality management Call Center Management Coaching 52

Expivia

MAY 13, 2021

Whether you’re building a contact center or you’re running an established call center, you need call quality monitoring. Invest in a Speech Analytics Software. Speech Analytics is an invaluable tool for call centers. You can use speech analytics to check more than just KPIs.

Call Center 52

Call Center Education call center association Analytics 52

Global Response

FEBRUARY 13, 2022

When they do, having warm, customer-obsessed call center associates is the perfect way to provide an exceptional customer experience and develop long-term brand loyalty and retention. Functions of a call center. Call centers can provide a variety of services and fulfill a variety of functions on your team.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62

Global Response

MARCH 1, 2022

First call resolution is a measure of customer effort and issue resolution that impacts the CSAT score—customers who have their issues resolved quickly and efficiently are more satisfied with their experience. Example #3: Call center KPIs for automotive businesses. Beyond the basics: advanced call center KPIs.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62