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Welcome to the CallTools.com Blog

The CallTools.com blog provides contact center insights every other Wednesday. No matter how many agents you have, whether you run a small business or a massive enterprise, CallTools.com offers news & tips to help your company succeed.

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Inbound KPI Metrics for Call Centers

Inbound KPI Metrics to Monitor for Operational Efficiency

June 9th, 2021

KPI metrics are a good way to track what’s going on in your call center. These are some of the inbound KPI metrics that can provide insight into how your agents, campaigns and overall operations are running.

Artificial Intelligence in Call Centers

How Artificial Intelligence is Renovating Call Centers

May 26th, 2021

Artificial Intelligence is being employed by many call centers today. While skepticism still exists, AI is proving to be a reliable tool to help managers and calling agents alike. As technology evolves, AI is likely to become a more robust tool.

Flexibility Improves Agent Performance

Flexibility in Call Centers Could Improve Agent Performance

May 12th, 2021

Allowing greater flexibility has a variety of benefits especially for remote employees. Call center managers struggle to improve agent performance while they are managing workers offsite. These tips can help improve morale for remote agents.

Contact Center Trends of 2021

Top 5 Contact Center Trends for 2021

April 28th, 2021

As technology and customer trends evolve, so must call centers in order to keep up. In 2021, some trends remain and new ones are emerging. With a focus on remote workers, here are the trends your call center should be looking at for the year to come.

How to Fix Unanswered Calls

Missed Calls? Here’s How to Fix Unanswered Calls for Your Call Center

April 14th, 2021

Unanswered calls are the bane of call centers. Inbound calls going unanswered can damage your customer experience and reputation, while outbound unanswered calls can cost your business money and time. These tips can help increase answer rates.

Customer Experience for Branding

Improving Customer Experience To Make Your Brand Stand Out

March 31st, 2021

Customer experience is critical in growing your brand. Call center environments are often face paced and high pressure. These tips can help your agents become the brand ambassadors to improve your company’s customer experience.