-
Eight Soft Skills That Every Call Center Agent Should Have!
Nurturing soft skills in call center agents enhances customer satisfaction, builds lasting relationships, and delivers exceptional CX.
-
Cold Transfers vs. Warm Transfers – How Important Are They?
In a call center warm transfer provide a personalized touch, whereas cold transfers are more efficient for handling straightforward matters.
-
Everything You Wanted to Know About Occupancy Rates in a Call Center
Call center occupancy rate is the time agents spend handling calls relative to their available working hours. A high occupancy rate is essential for call centers
-
Quality Assurance in Call Centers Is the Key to Providing Exceptional Customer Experiences
Quality assurance is the process of improving customer experience by directly or indirectly enhancing agent performance.
-
Call Quality Monitoring – The Key to Ensuring Exceptional Customer Experiences
Call quality monitoring is a metric that measures the quality of interactions between your agents and customers using real-time voice analytics.
-
Contact Center Agents Happen to Be the Face of Your Industry!
Reduce Agent attrition rate with right technology tools, training, and mentoring programs, as well as proactive monitoring to identify areas of improvement.
-
How Important Is Call Flow in a Call Center Environment?
A Call flow offers smooth, professional, and empathetic customer experience, keeping it crisp and best way to handle customer queries positively
-
How Do You Ensure Exceptional Customer Experience During Holiday Shopping?
Avoid customer dissatisfaction during peak seasons with strategies like scaling support, easy returns, proactive communication, and agent empowerment.
-
Does It Make Sense to Measure the Call Center Shrinkage Rate?
Call center shrinkage, the percentage of time agents are unavailable for calls due to breaks, training, and other non-productive activities.
-
Is ROI the Compelling Reason for You to Consider a Cloud-Hosted Contact Center?
Explore how major ROI's like infrastructure costs, agent productivity, and customer interactions can be maximized through a cloud-hosted contact center
-
A Comprehensive Guide on Omnichannel Experiences and What You Should Be Aware of While Choosing an Omnichannel Customer Engagement Platform
Learn the benefits of choosing the right omnichannel customer engagement platform for your contact center to provide a positive customer experience.
-
Why More Agents Aren’t Always the Answer, and What You Should Do Instead?
Identify 5 actionable tips to improve your customer service team's productivity and make every call count.