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.
People Hate the Wait: The Importance of Call Queuing in Inbound Call Centers
Call queuing is an essential feature for inbound call centers. Reducing call queue times is the ultimate goal of any call center. First you must analyze the causes of high wait times then employ the proper technology to reduce these.
The TRACED Act: Robocall Litigation Changing Call Centers
The FCC has passed recent regulations targeting robocallers. However some of these regulations could impact how legitimate call centers operate in the future. Call center managers should be familiar with the TRACED Act and DART Act.
Inbound KPI Metrics to Monitor for Operational Efficiency
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.
Flexibility in Call Centers Could Improve Agent Performance
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.
Top 5 Contact Center Trends for 2021
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.
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