Managing a successful call center requires constant optimization and improvement. Monitoring your agent KPI metrics is part of this process. These are some of the most important agent metrics you should analyze.
Top 6 Contact Center Trends for 2022
Keeping up with the latest technology is essential to running an efficient contact center. AI solutions are becoming more predominant in recent years. These are some of the top trends contact centers will see in 2022.
How To Avoid Flagged Calls and Call Blocking in Outbound Dialing
Outbound dialing campaigns are noticing an increase in flagged calls. Phone numbers can get flagged for a variety of reasons. However, using proper dialing practices can help ensure that your caller IDs stay clean from flags.
10 Call Queue Management Tips for Contact Centers
Customers hate to wait in queue. Furthermore, they get frustrated if they are transferred to the wrong department. Queue management can improve your customers’ experience and build brand loyalty by reducing call times.
Why Does My Campaign Have a High Abandon Rate
Abandon rate is a key KPI metric for outbound dialing. If your contact center is experiencing high abandon rates, finding an appropriate solution is essential. These are 4 tips to help reduce your abandon rate.
Why You Should Use Real-Time Call Monitoring in Your Contact Center
Call monitoring can seem a bit daunting for agents initially. However, it has the potential to enhance levels of service for managers, agents and customers alike. These are some of the benefits real-time call monitoring can provide for your call center.
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