Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

aircall

AUGUST 4, 2021

A recent survey conducted by global consulting firm PwC found that most executives and employees expect the hybrid workforce to become more widespread in the second quarter of 2021. The moral of the story is to check in before you make an assumption about productivity and competency. Focus on Employee Engagement.

Employee engagement 108

Employee engagement Consulting Consulting call center software 108

NobelBiz

SEPTEMBER 19, 2023

Dropped calls are more than just technical glitches; they disrupt the customer experience, leading to disgruntled customers, extended call times, and decreased productivity. In a call center, they’re the stumbling blocks to trust and efficiency.

Contact Center 59

Contact Center Abandon rate Call Center Telecommunications 59

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. My favorite call center leadership activities are…”.

Call Center 182

Call Center Management Scripts Coaching 182

SharpenCX

FEBRUARY 25, 2020

Consulting group Korn Ferry found that employee stress levels have risen nearly 20% in three decades. And, this hurts you, team morale, and your customers. Think of where clutter lives in your contact center. Depending on the morale and stress level in your call center, you may want to stay clear of stretch goals for a bit.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

JUNE 9, 2021

A survey conducted by Boston Consulting Group found that despite the challenges of the pandemic, 75% of employees feel they have maintained or even improved their productivity. One way to fight a gloomy morale in your contact center is to create connections within your remote team. Burnout can lead to low motivation.

Management 67

Management Contact Center Employee engagement Engineering 67

aircall

DECEMBER 16, 2016

The recording process is handled by dedicated software, but the analysis and decision-making are more often than not performed by professional data analysts. The analysts can be employees themselves, or a part of an external consulting firm. Have you tried Aircall’s call center software?

Call Center 82

Call Center call center software Abandon rate Metrics 82