Contact centers must operate in a fast-paced environment. Speed to lead is a KPI metric that your contact center should monitor and optimize to ensure your agents reach potential leads promptly.
Robocalls plague both consumers and contact centers alike. Legislation and enhanced enforcement efforts throughout 2023 could lead to a decline in robocalls and robotexts in the coming year. How will this affect your contact center?
Artificial intelligence can help enhance your call center’s performance and customer experience. Your contact center can gain greater insight into how customers view your products and services through sentiment analysis.
Streamlining your contact center can improve agent performance and customer experience by lowering queue times and enhancing the quality of service. Reducing your average handle time (AHT)can help improve this process.
Call recording can be a convenient tool to analyze your contact center’s performance and train new agents. However, this practice can make agents and customers skeptical. These are some ways to ensure ethical call recording practices.
Lead generation is essential for marketing and sales teams to reach new customers effectively. Old methods of purchasing lists no longer work in 2023. Instead, try these effective lead generation strategies for your business.