Quality Contact Solutions

MAY 4, 2021

Call Quality – Call monitoring and coaching are such a vital aspect of ensuring your customers are getting the correct answers and excellent service. The purpose is to ensure alignment and course-correct as needed. Training – Understand at a high level the training the outsourcer provides.

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Reduction in agent turnover – By matching workload and the workforce, the call center experiences less service level volatility, leading to a more predictable work experience for the agents. The metrics your center embraces have an impact on the customer experience that simply can’t be ignored.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Tenfold - Contact Center Blog

DECEMBER 28, 2017

Businesses are getting deeper into predictive analytics, using artificial intelligence (AI) applications to help streamline call center experiences for customers and agents. The overall agent performance helps the leaders understand better which agent’s performance can limit the delivery of effortless customer experience.

call center workforce 54

call center workforce Call Center Technology Management 54