Lumoa
APRIL 13, 2020
So how do you make the most out of your voice feedback? With the modern technologies available today, such as speech-to-text and artificial intelligence (AI) it’s possible to automatically generate insights from calls, Interactive Voice Response (IVR) surveys, and post-call surveys. What is voice feedback?
Tenfold - Contact Center Blog
JULY 9, 2018
How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure.
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OctopusTech
DECEMBER 21, 2023
Understanding Outsourced Call Centers Outsourcing Call Center Services involves entrusting specific business functions, such as customer support, to external service providers. This strategic move enables companies to focus on their core competencies while leveraging the expertise of specialized call center professionals.
Callminer
JANUARY 18, 2021
” – Nicolina Savelli, 7 Tips for Success from Experienced Call Center Professionals , Fonolo; Twitter: @fonolo. “A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script.
UJET
JUNE 3, 2020
Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.
UJET
JUNE 3, 2020
Knowing the average length of support calls, possible bottlenecks, and the overall quality of support offered can have a large impact on support team goals. In fact, according to the 2020 State of Customer Experience report , half of all call center professionals said they are currently using Quality Management solutions to measure success.
Fonolo
MAY 1, 2018
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