At Call Center, the competition movements among telephone agents help to improve the KPI in a surprising way. But identify specific needs or you will waste time, effort and...
There are many tools used in the business-customer relationship, but one of the tools that is traditional and still meaningful in modern business life is voice. With a variety...
Nearly 3 million customer service jobs exist in the US. Call center software isn’t industry specific. Companies across industries, such as healthcare, financial services, eCommerce, retail, technology, business process...
The 19th century French mathematician Henri Poincare once said, “It is far better to foresee even without certainty than not to foresee at all.” For many call centers, uncertainty...
Increasingly, customers are virtual to businesses rather than a physical presence, which makes it critical to match technology with the best customer experiences. But for modern businesses that...
One of the biggest concerns when examining a new call center solution is if it’s worth the investment. What’s the ROI when making a switch? Should your business move...
Call center benchmarking is essential for determining whether or not a team is performing optimally, keeping up with their competition and compliant with best practices. As such, benchmarking is...
I’ve had the most miserable customer experience of my life this year. I purchased a washing machine manufactured by an iconic appliance company. It failed after seven weeks.
In all too many situations, specific call-center training ends at the frontline staff level. In surveys done over the past couple of years, The Call Center School has found...
[:vi]Sau đây là 5 xu hướng giúp các nhà quản lý contact center có được những am hiểu thấu đáo nhằm đưa quá trình vận hành lên một nấc...
