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Blog » Call Metrics

Call Metrics

Improving your return from sales and customer service agents relies on tracking call metrics. Without the right key performance indicators how can you properly train and maintain your teams.

7 Tips to Reduce After-Call Work (ACW) in Your Contact Center

February 22, 2023

7 Tips to Reduce After-Call Work (ACW) in Your Contact Center

After call work (ACW) can eat up your agents’ time and reduce the overall efficiency of your contact center. These 7 tips can help minimized and reduce after call work allowing your agents to spend mroe time on the phone.

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Ethical Cold Calling Strategies to Improve Conversions

January 11, 2023

Ethical Cold Calling Strategies to Improve Conversions

Cold calling strategies can prove effective however they may lower consumer trust. Ethical cold calling can help improve your conversion rates, build customer trust and allow agents to sell more effectively.

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Optimizing Your Omnichannel Solutions With a Customer Journey Map

December 28, 2022

Optimizing Your Omnichannel Solutions With a Customer Journey Map

A customer journey map helps your business visualize the customers’ experience with your company. Setting up a journey map can help identify which of your omnichannel solutions excel and which may need attention.

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6 Tips To Achieving Excellent First Call Resolution Rates

December 14, 2022

6 Tips To Achieving Excellent First Call Resolution Rates

First call resolution rate is one of the most significant KPI indicators to analyze the efficiency of a contact center. These tips can help your contact center improve its FCR and provider a better customer experience.

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Analyzing Your Dialer Configuration with These 9 KPI Metrics

November 30, 2022

Analyzing Your Dialer Configuration with These 9 KPI Metrics 

Monitoring your outbound campaign performance is essential to ensure agents have the tools they need. One aspect to monitor is your dialer configuration. These KPI metrics can indicate issues with configuration.

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Improving Your Dialing Experience with Call Management

November 16, 2022

Improving Your Dialing Experience with Call Management

Selecting the right tools for you contact center can help improve your call management strategies. Proper agent training can also compound on the effectiveness of your campaigns in conjunction with tools.

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Recent Posts

  • 5 Reasons You Should Use Cloud Calling in 2023

    March 8, 2023

    5 Reasons You Should Use Cloud Calling in 2023

  • 7 Tips to Reduce After-Call Work (ACW) in Your Contact Center

    February 22, 2023

    7 Tips to Reduce After-Call Work (ACW) in Your Contact Center

  • 5 Tips to Improve Abandon Rates for Your Contact Center

    February 8, 2023

    5 Tips to Improve Abandon Rates for Your Contact Center

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