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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.
Monitoring your call center’s KPI is essential in optimizing processes. Live call monitoring can help, especially in remote call center environments. With this tool managers can keep on top of their agents’ performances.
Not following compliance regulations can cause your business to face heavy fines and penalties. These are the standard call center compliance regulations your business should be following when dealing with consumers.
SMS engagement can be a useful tool in omnichannel campaigns. Conversational SMS is one of the latest technology trends allowing better customer engagement and experience for call centers.
When operating an outbound call center, focusing on conversions can determine the difference between a successful campaign and a flop. These tips can help train your agents and set them up for success.
Part of being a call center manager means fine tuning your teams and processes. These KPI benchmarks are some of the areas that should be analyzed in order to promote conversions and enhance customer experience.
While there are several benefits of working from home, challenges can often over come managers. In a call center environment, these tools and tips can help your agents excel as team members while working remotely.
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