Balto

JUNE 13, 2022

Industry benchmarks put the call escalation rate at about 10%. When you see your manager requests rise, especially if they go above that benchmark, it’s a sign something’s not right. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts. However, most agents are never asked.

Management 52

Management Contact center software Coaching Contact Center 52

JustCall

APRIL 18, 2023

JustCall IQ is a key proposition of JustCall, enabling call centers with AI capabilities that fuel their sales metrics and set newer benchmarks. Five9’s call center software boasts features like – a live chat option, outbound dialer, call recording, and agent scripting. Check out its pricing here.

call center software 52

call center software Call Center call center solutions Enterprise 52

Balto

NOVEMBER 28, 2023

Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Analyzing Call Data for Quality Insights AI is capable of analyzing 100% of calls in your contact center, ensuring that the quality insights you get are as accurate as possible.

Quality management 52

Quality management Call Center Management Contact Center 52