Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Contact Center 43

Talkdesk

JUNE 6, 2016

As a company grows, they must take care to not only acquire new customers, but to retain the rest of the customer base. This means that on top of all the legal and other hoops, expanding companies must place customer service at the heart of their strategy. When a business is small, their call center needs are minimal.

Call Center 41

Call Center Call Recording Metrics Customer Base 41

NICE inContact

SEPTEMBER 20, 2019

Features like Workforce Management , Call Recording and even call advanced reporting functions like call tracking metrics are more easily accessible in a cloud environment. Your Contact Center represents the front line to your constituents and customers.

Contact Center 63

Contact Center Call Recording ROI Document 63

Talkdesk

OCTOBER 29, 2020

Businesses with a mobile workforce must find alternative ways and tools to engage with customers outside traditional call centers, seamlessly connecting all their customer-interacting teams. On-the-go workers rarely have the right tools to provide the same level of service as if they were working from a call center.

Insurance 50

Insurance Net Promoter Score Telecommunications Call Center 50

NICE inContact

JANUARY 24, 2019

And you’re happy because that customer is no longer using a costly toll-free line and you can better allocate your agents. . Use Advanced Routing options to connect your customers to live agents faster or offer alternative channels. The post What is Call Queuing and Why Does It Matter?

Contact Center 60

Contact Center E-support Call Center Omnichannel 60

Talkdesk

JULY 20, 2017

With the introduction of numerous applications and services, it is likely your agents need to juggle multiple tools in order to support the customer base. Your agents are most likely using three to four tools to resolve a single customer issue. Agent asks the IT admin to pull the call recording.

Customer Service 51

Customer Service Magazine Call Recording Customers 51

ProProfs Chat

JANUARY 29, 2020

When they can get everything they want in a jiffy, from wherever they are, the question of walking to a store or calling the support staff only to wait for hours, doesn’t arise. But, why is that so, and what exactly is multi-channel customer service? Review Chat Logs, Emails & Call Recordings.

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98