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Does SWOT Analysis Help Improve Your Call Center Operations?
SWOT stands for strengths, weaknesses, opportunities, and threats. It helps call centers remain relevant, competitive, and customer-focused
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Quality Assurance (QA) in Call Centers: Key to Exceptional CX
Quality assurance is the process of improving customer experience by directly or indirectly enhancing agent performance.
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Call Quality Monitoring – The Key to Ensuring Exceptional Customer Experiences
Call quality monitoring is a metric that measures the quality of interactions between your agents and customers using real-time voice analytics.
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Contact Center Agents Happen to Be the Face of Your Industry!
Reduce Agent attrition rate with right technology tools, training, and mentoring programs, as well as proactive monitoring to identify areas of improvement.
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How Important Is Call Flow in a Call Center Environment?
A Call flow offers smooth, professional, and empathetic customer experience, keeping it crisp and best way to handle customer queries positively
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Does It Make Sense to Measure the Call Center Shrinkage Rate?
Call center shrinkage, the percentage of time agents are unavailable for calls due to breaks, training, and other non-productive activities.
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Why Integrate Your Contact Center Platform with CRM?
Integrate CRM with your contact center platform to centralize customer data, unify reporting, boost agent productivity, and deliver faster, personalized cx.
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7 Things to Consider When Choosing a CCaaS Platform
CcaaS platform provides you customization, pre-built integrations, Compliance, security and omnichannel features that will help you improve the CX.
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Is ROI the Compelling Reason for You to Consider a Cloud-Hosted Contact Center?
Explore how major ROI's like infrastructure costs, agent productivity, and customer interactions can be maximized through a cloud-hosted contact center
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Should Contact Centers Consider Measuring Average Handling Time (AHT)?
Learn how measuring Average Handling Time (AHT) with a customer-centric approach can gain a holistic view of your operational efficiency and CX
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Step-by-Step Guide: Migrating GSM to Cloud Telephony
How switching from Global System for Mobile Communications (GSM) to cloud telephony enhances scalability, call quality, and compliance.
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Six Reasons Why You Should Consider Voice Analytics in Your Contact Center
Know these 6 powerful ways a voice analytics system can improve agent performance, call quality, and customer satisfaction in your contact center.