Your business probably interacts with hundreds of customers across various communication channels every day. Each interaction holds a vast amount of data regarding your customer’s concerns, expectations, and even about how satisfied they are with …
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The call center is often the company’s public face — the first interaction your customer has before or after purchase. So, coaching your call center agents to provide reliable customer service is imperative to your …
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Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer …
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Today, most call centers use data analysis tools to get an overview of their business processes and improve decision-making. But advanced technologies like call center predictive analytics go beyond that and can help you predict …
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Companies constantly have to find ways to streamline their business processes to keep up with changing market demands. One way to do this is by implementing smart Workforce Optimization (WFO) strategies. These strategies help improve …
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Service agents or sales reps are the driving force behind a call center’s success. Unfortunately, the call center industry is known to face a higher employee turnover than most other industries. A high call center …
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Most contact centers leverage a cloud solution to provide better customer support, boost agent productivity, and optimize workflows. A cloud contact center empowers agents with cutting-edge software solutions and automation. They have a virtual setup …
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Customer support agents may have to handle an overwhelming number of tickets every day, which can lead to productivity issues, employee dissatisfaction, and burnout. Fortunately, you can help the situation by introducing tools like an …