Spearline

OCTOBER 5, 2021

In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio. Proactively manage carriers to ensure a consistently high-quality service and monitor adherence to service level agreements (SLAs).

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

SharpenCX

FEBRUARY 17, 2021

You need reliability and redundancy to make sure a problem with hardware won’t impact your service levels. What you really need, is a cloud call center phone system. Intelligent routing and call flows help your customers get to resolutions faster. . Do your agents all have the same skill set?

Call Center 67

Call Center Coaching Call flow Interactive Voice Response 67

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. One of the most undervalued call center metrics is…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561