A call center should function efficiently as a team. Each agent has to play their own part in order for the operation to run smoothly. Call scoring allows managers to assess the performance of the team and look for areas needing improvement.
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.
An omnichannel call center shares similarities to a multichannel call center, but differs in key ways. The benefits of converting to an omnichannel call center include better customer experience and retention.
Optimizing a call center is an ongoing process of refinement. The ultimate goal is to achieve higher first call resolution rates to increase customer satisfaction and their experience with your brand.
In the modern call center, the ability to be fluid and address inbound and outbound calls is imperative. Blended call center software can help your call center run more efficiently and improve agents’ productivity.
If your company relies on cold calling to make sales, you need a predictive dialer that will improve efficiency and help increase conversions. Without a predictive dialer, you can’t keep up with your competitors. Once you learn the following six benefits of predictive dialers, you’ll understand why they’ve become so important to modern call centers. […]