Analyzing and evaluating various call center operations is a vital process because it provides your company with powerful insights – the bigger picture. Live call monitoring comes into play when individual calls need to be monitored, especially during times where data alone cannot help you understand whatās going on during calls. Real-time call center monitoring is a powerful tool that allows you to listen to ongoing conversations, supervise the agentās input, and even join in…
It is arguably the worst time for telemarketers! On one end, the number of people enrolled in the National Do…
A misplaced notion about setting up a call center is that technology eats up the largest portion of the total…
Do customers find it hard to trust contact centers any longer? So it seems, if we go by the findings of a 2015 report by Dimension Data, which says customer experience has seen a steady drop for 4 years in a row. If this trends keeps continuing, contact centers will find themselves trapped in terrible credibility crisis. Today, with the advancement in mobile and web, customer expectations are changing fast. Although contact centers have been…
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