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Call Metrics Info

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.

Top Call Metrics Articles this Month

  • Ensuring Agent Accountability with Live Monitoring and Reporting

    Real Time Reporting and Live Agent Monitoring put you in control of your call center, whether in the...

  • Why Do You Need a Predictive Dialer

    Why Should You Use Predictive Dialing?

    Predictive dialing maximizes the number of calls your agents make per hour. It simplifies and organi...

Enhanced Caller ID Improves Answer Rates

Display Your Branded Enhanced Caller ID to Increase Answer Rates

July 22nd, 2020

Brand awareness is growing in popularity among consumers. One way a company can improve their branding is through using enhanced caller ID. Your caller ID is the first impression for customers on outbound calls.

Key Features in Predictive Dialer Software

Key Features Predictive Dialer Software Provides for Agents and Managers

July 8th, 2020

Dialing software is crucial for any call center. Selecting the write dialer can be overwhelming at times. These are some of the top benefits from using predictive dialer software for both agents and managers.

Whisper Coaching for Remote Agents

Whisper Coaching to Train Remote Employees

June 10th, 2020

Training remote agents, or agents working from home, can be a daunting task for call center managers. Whisper coaching is one tool that can help train calling agents in real time during a call with customers.

With Call Scoring You're the Coach

With Call Scoring, You’re The Coach

May 27th, 2020

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.

Blended Call Center Software

Increasing Productivity with a Blended Call Center Software

April 1st, 2020

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.

Essential Call Center Tools

Essential Call Center Tools to Increase Agent Efficiency

March 4th, 2020

Calling agent efficiency is pivotal for a call center to operate efficiently. Ensuring your business has the right call center tools, both hardware and software, will help to ensure success between both managers and agents.