OctopusTech

MARCH 7, 2019

The Solution: Desperate for a solution, some have adopted the idea of shared service models while others are more keen on adopting digital technology and analytics-driven methods to transform their administrative processes. Let’s see what these education call centers really have to offer to your institution.

Education 59

Education Call Center Caller satisfaction Call flow 59

NobelBiz

FEBRUARY 7, 2022

Reporting is essential for managing your IVR system To improve your IVR over time and tailor your contact center services to customers’ issues, it is critical to examine your call flows and callers’ behavior. On a more operational level, IVR reporting can assist you in improving customer service management.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

Callminer

OCTOBER 11, 2018

Given the sheer number of metrics and KPIs that call centers could track, it’s no surprise that some metrics tend to go overlooked. In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights.

Call Center 561

Call Center Metrics Contact Center Wait times 561