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Contact centers are required to pay very close attention to the calls they receive. To that end, it is advisable for them to monitor calls in detail using a profitable system (known as call control). According to some studies A single agent can dial or answer about 100 calls on average within a 6-hour shift. […]
Call Control | Management in Contact Centers Read More »
Focusing on customers is perhaps the best strategy you can adopt to improve your brand loyalty and in-house processes. Only by becoming familiar with customers, what they use, request, and do. You can strengthen your business relationships based on a contact center management plan. In the call and contact center industry, it is crucial to
Brand Loyalty: Contact Center Management: (Infographic) Read More »
What Is Human Performance? It is understood as the link between companies’ resources and the outcome achieved by them. To analyze results, it’s necessary to use measurement systems that allow to monitor hard data on the performance of companies, as well as their talent network. All companies are required to consider a series of factors
How to Improve Human Performance in Your Call Center Read More »
Companies are required to know their market in order to improve on a constant basis. Becoming familiar with competitors, the current trends. And the needs of clients and prospects is what helps businesses to keep pace with their respective industries. To access said information, most of market researchers and analysts use mass surveys They are
Three Benefits of Market Surveys for Your Business Read More »
Carriers that provide solutions combining software and telephony help businesses to improve. And streamline their operation, broaden their scope, and cut costs related to resources and infrastructure. Contact centers require tools that boost productivity, improve time management, and enable continuous innovation. Today’s contact centers are either growing companies or in-house departments. In charge of sectors
Enhance Your Contact Center with Software and Telephony Read More »
One of the most valuable resources of both people and companies is information. In particular, when it falls into the ‘sensitive’ category. Therefore, it must be managed appropriately so the integrity, reputation, and privacy of those who hold it is protected. In contact centers that collect and exchange different types of information, it’s crucial to
The Importance of Data Security in Contact Centers Read More »
Self-service applications can either add value to customer service or give callers an unnecessary headache and an unpleasant experience that results in negative corporate image. It all depends on how these tools work and how useful they prove to be. The first thing you must consider when implementing an Interactive Voice Response (IVR) system is
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Work from home is a concept that has grown in popularity over time, especially in the past few weeks. It can be understood as the opportunity of working anywhere, in a place different from a company’s office desk, or, in other words, as remote work. Is Remote Work Feasible for My Call Center? It might
Work from Home for Call Centers, Is It Possible? Read More »
Phone calls continue to be the main means of communication in contact centers. That’s why it is essential for them to have the most efficient technology for handling a large volume of calls. An automated, predictive, and intensive dialing system is a must for any call center, and so does a platform for managing and
The Importance of Revamping Your Contact Center Read More »
Recording systems help contact centers to measure productivity and quality on a constant basis, thereby allowing them to improve the service offered to their customers and their operational metrics. Recording systems are widely used by call centers to keep records and obtain evidence of conversations between agents and customers, as well as to detect areas
Recording Systems and Contact Center Improvement Read More »
