Callminer
OCTOBER 11, 2018
From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Post-call work time. Kaye Chapman @kayejchapman.
Global Response
DECEMBER 21, 2023
Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.
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Global Response
NOVEMBER 6, 2023
Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.
Fonolo
APRIL 20, 2021
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.
Blueship Call Center
DECEMBER 12, 2023
The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting. So where do you begin your search for a call center outsourcing vendor? What procedures do you use for training?
Global Response
SEPTEMBER 11, 2023
But enough metaphors—if you’re thinking about outsourcing your call center, you’re here for the straight insights. As a call center provider with 40+ years of experience, we’ve seen plenty across the decades: the good, the bad, and the ugly. So, first things first: what exactly is an outsourced call center?
Fonolo
JANUARY 6, 2022
As the lifeforce of your call center, your customer should always come first—that includes keeping them safe from cybercriminals who are on the hunt for customer data. It’s easy to get caught up in performance metrics and service levels , but as a call center leader, security should also be at the forefront of your concerns.
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