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The Importance of Reporting and Analytics in a Contact Center Reporting and analytics are crucial components that help gain an accurate and sincere state of a contact center’s development....
Efficiency is one of the most important KPIs in any business, and contact centers are no exception! Being efficient usually means being capable of producing desired results with little...
In today’s expeditious times, customers expect quick and efficient solutions to their problems. Nowadays, with the advent of technology, customers have multiple channels to interact with businesses that include...
Dead air time refers to the period of inactivity during customer interaction in a contact center; the time between when an agent finishes speaking and when the customer begins...
Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty and, ultimately, increase revenue....
To provide top-notch customer support, contact centers need to have an exhaustive and comprehensive customer perspective. Thus, the need of a 360-degree customer viewpoint. A 360-degree customer view is...
Call abandonment is a phenomenon that call centers do everything they can to avoid. Customers frequently contact the service department when they are displeased with a brand’s product or...
We serve the community by opening the doors to innovation and technology, we offer high-tech employment opportunities for the people in and around Wyoming, and we support youths and...
First call resolution and contact center rates are crucial for contact center performance. Training your call center agents entails nurturing and improving skills like active listening and active speaking....
Don't skimp on your customer service - adequate training and good software can really make sure your business stays afloat. Hear what the effects of bad customer service are...
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