Agent utilization or the ratio of an agent’s work done to their work capacity is an essential metric that represents a call center’s efficiency. It tells you if your call center agents are underutilized or …
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Employee monitoring can be tricky. You need to strike a balance between your company’s need to monitor employee activity and an employee’s right to privacy. That’s why, while there are several ways to monitor employees, …
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When a customer contacts your business or brand, they may do so via your customer service. Traditionally, the communication happened exclusively through voice calls in call centers. However, customers can now contact a company through …
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With the COVID-19 pandemic, the world moved online. Digital software and online shopping became increasingly popular among customers, which intensified the need for excellent customer service. And to match that, several companies like Amazon and …
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Call centers can handle all the support services for your business without you having to break a sweat. But there are two main types of call centers businesses can use: outbound and inbound. Outbound call …
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Do you know how expensive call center attrition can be? Voluntary attrition of an employee is never a good thing. When employees leave, businesses have to spend time and money to replace them with new …
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In a world dominated by chatbots and text messaging, you might think phone calls are becoming a thing of the past. But many customers still prefer calling businesses over the phone to resolve their problems. …
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For any company, its customer service is a major driving force behind its growth. And with the right contact center software, you can improve the customer experience while making your support team’s job easier. You’ll …