CSM Magazine

SEPTEMBER 8, 2023

In fact, recent research shows that 69% of agents reference background noise around them or customers as a key component of declining mental wellbeing. But these efforts are often minimised by poor quality headphones, incomplete call transcriptions, and clunky systems that all negatively impact mental wellbeing and productivity.

Brands 59

Brands Average Handle Time Call Recording Technology 59

Call Experts

NOVEMBER 18, 2021

First, we’ll cover what exactly contact center technology refers to and the different features it offers. Specifically, this technology ranges from automated call routing and call recording to call distribution across groups and campaigns. . What Is Contact Center Technology?

Contact Center 98

Contact Center Technology Average Handle Time Call Center 98

ViiBE Blog

MAY 13, 2021

In the background, entire systems run behind the scenes to manage their call and put them in touch with a representative as efficiently as possible. Call center technology refers to these different software and hardware tools used to run a call center. Contact Center.

Call Center 52

Call Center Technology Contact Center Net Promoter Score 52

Smith+co CX

DECEMBER 12, 2016

How often have you heard “The only way we can improve the quality of individual call (email/chat) transactions is to increase average handling time, and we can’t do that as our costs will rise.”. Small groups of agents get together and listen to call recordings. Try telling that to a manufacturer!

Management 28

Management Average Handle Time 2014 Call Recording 28