Call Design

SEPTEMBER 2, 2021

Or we could focus on “right time”, concentrating on our forecast accuracy and schedule adherence. How we understand our agents often comes from our KPIs and their metrics. Pulse surveys are a great way to get that feedback. Making sure we know exactly when the interactions are coming in and what our agents are doing.

Schedule adherence 148

Schedule adherence Coaching Finance Interactive Voice Response 148

Callminer

JANUARY 18, 2021

To learn how CallMiner is helping African Bank better extract and operationalise insights from voice-based customer interactions in its call centres, watch to our Tech Central podcast, How CallMiner is Helping African Bank Retain and Grow its Client Base. . They are an easy way to track metrics and discover trends within your agents.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Fonolo

DECEMBER 9, 2021

All contact center managers know that the job entails so much more than just scheduling a team and watching them work. Managers act as the team’s support system, training resource, knowledge bank, and biggest motivator. A score determined by customer satisfaction (CSat) surveys. Schedule adherence. .

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Noble Systems

MARCH 19, 2021

Advanced call center features can help your SMB grow with the ability to manage a variety of programs, including marketing, lead generation and sales, customer service, helpdesk support, collections, surveys, and more. Let’s take a look at the best small business call center software features. Auto-Attendant and IVR.

call center software 98

call center software Call Center Interactive Voice Response Contact Center 98