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.
Your phone number reputation is imperative to ensuring customers answer your calls. Using proper dialing habits, software and abiding by compliance regulations can help your agents avoid low answer rates.
The holidays brings an influx of call volumes in contact centers. Before this holiday season begins, ensure your contact center is prepared. These 8 tips can streamline your workflow and agents’ performance.
Managing a contact center whether inbound, outbound or blended pose a variety of challenges. However, leveraging your contact center software in the right way can ensure your campaigns and agents excel.
Compliance with the STIR/SHAKEN framework has become essential in outbound dialing. Recently, the FCC is stepping up enforcement of non-compliance related issues include investatigations into Voange and Bandwidth.
Creating a positive customer experience requires proper planning and implementation in a contact center. Employing the right tools, agent training, analytics and customer journey can help your contact center excel.