Balto

JANUARY 6, 2025

Heres the good news: in 2025, we have a wide array of capable & best call center quality assurance software solutions that can streamline QA processes, automate manual tasks, and deliver insightful reports to support decision-making. Key Highlights: AI-driven Insights: Convin.ai Seamless Integration: Convin.ai

Call Center 52

Call Center Coaching Surveys Contact Center 52

Calabrio

MARCH 5, 2025

Analytics Customer Experience (CX) Analytics: A Complete Guide for 2025 Share Today, the experiences businesses offer their customers before, during, and after purchase are every bit as important as the products and services they sell. Improved performance management and agent empowerment. What is Customer Experience Analytics?

Analytics 52

Analytics Customer Experience Agent Empowerment Contact Center 52

Balto

JANUARY 2, 2025

From optimizing call center agent performance metrics to empowering call center managers, this guide breaks down how to achieve operational excellence while keeping your team engaged and motivated. A call center employee seated at a desk wearing a headset, while receiving coaching from a manager standing next to the desk.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

Balto

JANUARY 17, 2025

You should also consider the expected demand for each channel based on accurate data-based forecasts channels that expect the highest levels of demand should have more agents readily available to support customers. Adopting skill-based agent scheduling also means that youll need to fine-tune your coaching and training strategies.

contact center workforce 52

contact center workforce Contact Center Management call center workforce 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Supervisors Monitoring performance and coaching agents in real-time.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Supervisors Monitoring performance and coaching agents in real-time.

Best practices 52

Best practices Call Center Metrics Management 52