Call Center Call Recording Customer Engagement Engagement 
Pointillist
NOVEMBER 11, 2019
By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Many call center leaders cite First Call Resolution (FCR) as the most important metric to track. What is First Call Resolution?
Talkdesk
MAY 19, 2015
A recent survey from Software Advice, a web-based reviews center for helpdesk systems, on how to improve call routing using big data revealed some interesting findings: 67 percent of people over 65 tend to prefer slower paced customer service calls, while only 57 percent of 18- to 24-year-olds prefer more time consuming attention.
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Talkdesk
MARCH 12, 2021
Talkdesk is an enterprise cloud contact center as a service (CCaaS) solution provider empowering companies to deliver customer experience excellence and top-notch quality of service (QoS). Founded to bring a paradigm shift into the realm of call center solutions, it became the first CCaaS unicorn startup in 2018.
Magellan Solutions
OCTOBER 3, 2022
The phone etiquette of your representatives could be crucial for outbound call, customer retention, and engagement. With a huge number of calls, you take it, correct etiquette is essential to make a good first impression. Whether you operate outbound or inbound call centers, this is always crucial.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Avaya
AUGUST 24, 2016
Other benefits that Common is enjoying thanks to Workforce Optimization Select include: 100% call recording reliability, real-time availability and uptime—empowering Common to quickly and easily review calls for dispute resolution, fraud prevention and more.
Talkdesk
APRIL 21, 2020
As a contact center agent, you are often acting as the face of your company. You should have access to adequate training and your manager should proactively help you with the tools and skills you need to consistently provide high-quality customer engagements. Be respectful All customers should be treated with respect.
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