Artificial intelligence is rapidly revolutionizing the world of business. Almost every process is now automated in one company or another. When it comes to contact…
Learn More...Call centers generate data like no other department within a company. Information coming in from the outside, such as customer demographics, common questions, and favorite…
Learn More...The days of mentioning artificial intelligence only in the realms of science fiction are long gone. Today, AI is all around us, though many do…
Learn More...Before current contact center technology was widely available, there were very few effective ways for contact center management to increase metrics such as call times,…
Learn More...In the competitive marketplace today, your business is exactly what your customers say it is. The internet, and social media in particular, give voice to…
Learn More...Quality analysis is an ongoing process in the call center to guarantee that agents are delivering superior customer service. Thus, monitoring is essential to keep…
Learn More...The communication that occurs between customers and agents in your call center hold incredibly valuable information. There are many industry advancements that make it easier…
Learn More...First Call Resolution metric measures the number of calls completed within a single contact between an agent and customer. This is an important performance metric…
Learn More...Spreadsheets are the traditional method of maintaining data in a call center. However, inconvenient issues can arise when supervisors need to transfer data from a…
Learn More...Customers expect superior customer service with each contact. As a company, you cannot offer quality customer service without a plan to measure and monitor the…
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