Call centers generate data like no other department within a company. Information coming in from the outside, such as customer […]
Read moreIn the past Companies controlled the buying process and the customer journey, with the IoT that shift has moved to […]
Read moreMany of today’s adults remember a time when artificial intelligence was something mentioned only in relation to science fiction. Such […]
Read moreIt is a myth that call centers lack growth opportunities. Many think that the only path is from agent to […]
Read moreThe BPO industry is known for its high turnover rate, but it doesn’t have to be that way. When contact […]
Read moreOnce you’ve added live chat to your websites, don’t stop looking for ways to improve the customer experience. While there […]
Read moreQuality assurance is the cornerstone of call center management practices. Optimizing QA practices increase agents’ efficiency, reduce wasteful spending, and […]
Read moreFor businesses that rely on the ability of their customer representatives to deliver outstanding service over the phone, call center […]
Read moreMobile devices have become indispensable tools in the 21st century. Most notably smart phones have changed the way consumers interact […]
Read moreIt is often said that if something cannot be measured it cannot be managed or improved. Some aspects of a […]
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