BPO and CX Industry tips, guides and resources
Call centers are an integral bridge between a company and its customers. That’s why call center managers monitor agent performance and track the status of their business processes. But how do you measure if these …
Employees working in call centers have the opportunity to work with customers to create pleasant experiences. While the work can be complex, the effects of delivering an exceptional experience to customers are worth it. In …
Call center shrinkage is a KPI (Key Performance Indicator) that measures agent productivity. It refers to the time for which agents are paid to handle calls, but they are unavailable to do it. Understanding and …
All call centers strive to keep their customers happy and operations profitable. And they do this by tracking relevant call center data like metrics and KPIs (key performance indicator). Call center dashboards are visual reporting …
The call center industry is highly competitive, with each company striving to keep customers satisfied. To stay ahead of the competition, you need to implement call centers best practices. These practices help you streamline your …
Outbound call center managers must ensure that all operations are constantly optimized to run at maximum efficiency. However, to improve something, you need to measure it first. And you can do this by tracking outbound …
Metrics are a crucial part of managing any efficient and profitable remote or hybrid call center. Key performance indicators (KPIs) can help leaders gauge and benchmark the center’s performance across many important elements of the …
An inbound call center acts as the link between the customer and the company by handling incoming live calls for customer service. That’s why it’s necessary to ensure that your call center agents perform well …