Measuring the Service Level (SL) of your organization can help you make informed decisions regarding your workforce and the company. Call center managers lean on this data to guide their internal processes, drive revenue, and empower teams to work together towards common goals and objectives.  Brands that maintain a level of standardization generally have healthier…

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2020 sure has turned the world upside down for people and organizations worldwide. The coronavirus pandemic has sent hundreds-of-thousands of businesses into a tizzy, shifting work operations home – many for the very first time.  As call center agents try to balance remote work with home life – plus virtual learning schedules of kids -…

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The expectations of your frontline agents are pretty high, right? You want your agents to wow their prospects and customers with quick-thinking and accurate responses, but how are you going to make it happen without the proper tools in place? This type of customer-first service needs customer-first technology to succeed. Virtual call center software was…

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One of the unique connections between our contact center technology and our business is the fact that we use our own product to run our company! Our inbound and outbound teams rely on this technology to communicate with our customers every day. And, our managers use it to coach and measure our team’s performance. That…

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Customers today expect a highly personalized experience when they interact with your business, and they want to get answers to their questions quickly. Are your business tools connected and seamlessly working together to provide that experience? With businesses using on average 129 technologies within their operations, it’s easy to get distracted throughout the day with…

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Elevating the customer experience is a huge responsibility for the call center manager. How your customers feel after talking with agents could influence their decision of whether or not to give your company new or continued business. A successful call monitoring strategy is what all call centers strive to achieve. It’s finding that balance of…

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Oh, no! Another caller just dropped off. Call abandonment is the bane of existence for those who manage call centers and yet, it happens more than it should.  You can gain valuable insight into your call center’s performance by analyzing your call abandonment rate. It’s a KPI that managers take seriously, especially when measuring customer…

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