Call Center Call flow Employee engagement Scripts 
SharpenCX
JUNE 28, 2023
Improving your customer service metrics requires a deeper look at which KPIs make sense for your contact center and the strategies you use to achieve them. What Call Center Metrics Should You Measure? Cost per call — the average cost you incur for every call handled. Onboarding Time (or time to value).
Certified Languages International
DECEMBER 8, 2019
Are you the manager of a call center that services Medicare Advantage Plans (Part C) and Medicare Prescription Drug Benefit Plans (Part D)? If the answer is yes, then you already know that the Centers for Medicare and Medicaid Services (CMS) call center monitoring period is fast approaching. Collaborative.
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Vistio
MAY 4, 2022
Contact centers are all about creating a better customer experience, quality, and efficiency, and Vistio helps its clients achieve that. Most importantly, Vistio helps solve the most important problem that contact centers have always faced: attrition. How Vistio turns contact center agents into enabled experts.
Balto
AUGUST 22, 2022
Contact centers have been around since the1960s, and while much of the technology has changed, much has remained the same. For decades, agents would read from a set-in-stone script, like what you’d find in a Frequently Asked Questions section of a website. Agents were unable to veer from the script.
Xaqt
JUNE 1, 2020
Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. As a result, BPOs were forced to shutter call centers overnight as they dealt with the new economic conditions. VOIP made it possible to answer a call anywhere in the world.
Hodusoft
AUGUST 4, 2021
This was the case with call and contact centers the world over. During the peak of the Covid-19 pandemic customers in the US queued up for hours on the other end of the phone on busy call center lines. Companies were short-staffed as many employees called in sick or were unable to report to work. .
Call Experts
SEPTEMBER 1, 2022
Unlike a live answering service, an automated phone answering system can route calls to the correct person without speaking to a human. The call center could use percentage-based routing to divide calls among the two teams. This would only allocate calls to agents during business hours.
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