For any call center, ensuring customer satisfaction is a priority. However, with all the processes a typical call center needs to handle, ensuring if your agents provide the right support can seem challenging. That’s why …
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Many organizations face a difficult time choosing the best project management methodology. Choosing the best method from so many exclusive approaches can be very tricky. A few project managers indulge themselves in a certification course …
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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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Time Doctor is known for providing valuable workday insights for managers and executives. Our thousands of happy customers – almost 10,000 worldwide – have taught us that our tools help employees, too.
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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 …