Callminer

OCTOBER 3, 2019

In order to find these people, businesses must know what to look for and how to best recruit them. “In “This helps people align their decisions with the brand and culture, such as how to interact with a customer.” Good agents not only know the right questions to ask but also when to ask them, and how to phrase them.

Call Center 186

Call Center Morale Employee engagement Customer centricity 186

JustCall

APRIL 26, 2022

Most AI-enabled call center solutions come with advanced analytics tools that let businesses understand how effective each agent is at handling calls. They are able to assess factors like average talk time, average hold time, and caller satisfaction level among others to figure out which agent needs more training and guidance.

Call Center 52

Call Center Sales Interactive Voice Response call center software 52

Customer Relationship Metrics

JANUARY 11, 2017

The anonymity of the contact center agents in “Contact Center B” perpetuated their “not my problem” attitude with respect to overall center performance and caller satisfaction. Right about now your head may be filled with all of those stories you’ve been told about how to do this and do that with post-call IVR surveys.

Customer Experience 67

Customer Experience Interactive Voice Response Caller satisfaction Calibration 67