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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.
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 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.
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.
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.
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 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.
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