Callminer
NOVEMBER 25, 2019
An efficient call center operation hinges on the ability of management to identify flaws in their systems and practices as well as execute improvement plans to fix these quickly. However, the exact tools and approach you employ at your call center for this purpose should align with your center’s mission and personnel.
Fonolo
NOVEMBER 24, 2022
Perhaps you have an established set of goals and objectives for your call center operations — but when was the last time you updated them? You could conduct some competitor research to get some ideas, but before you do, it’s helpful to identify your call center type. Are you inbound or outbound?
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Global Response
DECEMBER 21, 2022
Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. This process ensures that your call center quality is stable and improving—which in turn will improve customer service and retention, sales, compliance and more.
NobelBiz
SEPTEMBER 12, 2023
For call centers, metrics provide insights that shape strategies and determine operational efficiency. Understanding the Average Talk Time metric Average Talk Time represents the actual duration an agent spends conversing with a customer.
Calltools
MARCH 6, 2024
How Preview Dialer Enhances the Customer Experience Preview dialers give call center agents the necessary information to take a personalized approach to calls. With information available before placing a call, agents can use data to build trust and enhance CX throughout the phone call.
Babelforce
AUGUST 20, 2020
In this post: What is an outbound call center? Key metrics for outbound call centers Three skills the best call centers have. What is an outbound call center? An outbound call center makes calls, often to customers or leads (potential customers).
CrazyCall
AUGUST 8, 2019
In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Attempts.
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