Expivia

MAY 9, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Call Center 98

Call Center Education call center association Contact Center 98

Global Response

MARCH 1, 2022

Which call center KPIs matter most? Of course, the call center KPIs that matter most for your business depend on your goals. Let’s walk through 8 of the most critical call center KPIs that can help take a standard call center to a superior one. Average abandonment rate.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Expivia

MAY 13, 2021

Monitor the Quality of Live Calls. There is a minor debate in the call center on whether to use live calls or recorded calls when evaluating call center associates. It’s easiest to compare these to coaching a sports team: Monitoring live calls help you win the game today.

Call Center 52

Call Center Education call center association Contact Center 52

Global Response

FEBRUARY 13, 2022

Of course, sometimes customers need to speak to a human agent to answer more specific, detailed questions, resolve a concern or address specialized needs. When they do, having warm, customer-obsessed call center associates is the perfect way to provide an exceptional customer experience and develop long-term brand loyalty and retention.

Call Center 62

Call Center Interactive Voice Response outsourcing Contact Center 62