How to Improve Customer Experience in Call Centers

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From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. Remember when you tried dialing a customer care number only to experience a painful never-ending hold time and a disinterested agent who would read his script in an almost robotic tone? According to a recent report , 75% of customers believe it takes too long to reach a live agent. Customer Support

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


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.

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Best Practices for your Quality Monitoring Form

Customer Relationship Metrics

It is for most call centers. What call centers most often possess are common practices, not the best. With the amount of scrutiny that your call center is under each time the budget season rolls around – if not every month – you must have an ironclad way to defend the million(s) that you spend for a quality assurance program. “What call centers most often possess are common practices, not the best.” Don’t they score five (or more) calls per agent per month?

New Talkdesk for Slack Integration


Talkdesk for Slack applies the benefits of this innovative tool by harnessing the power of real-time messages in order to improve customer support, agent coaching and more. We announced Talkdesk for Slack at Opentalk 2016 , our inaugural customer experience summit. Talkdesk for Slack is Talkdesk’s newest call center integration. It helps streamline your call center’s internal communication processes by leveraging Slack’s dynamic real-time messaging platform.