Anything ongoing can be improved upon with the help of technology, and the cloud is one such technology that has influenced masses far and wide. And when we talk about its influence in business, it has brought in new innovations leading to better customer experience and steady business growth. But if we focus on customer […]
To measure, the overall productivity and efficiency of the call center it is necessary to involve analytics and evaluate the data. The contemporary era belongs to data and cloud technology. Any data can only be useful if it is analysed well with powerful analytics. When it comes to call center analytics, it is necessary to […]
The total productivity of the call centers depends on the average handling time of the individual agents. It is an important call center metric that shows how efficiently the agents are handling the customers. First of all, it is necessary to understand what the average handling time of an agent is. It tells about the […]
When a caller hangs up the call before even connecting to the agent, it is called caller abandonment. The call abandon rate is defined as the ratio of the number of calls abandoned to the total number of calls arrived. Most of the call centers tackle with the issue of call abandonment on a daily […]
Measuring the overall productivity of the call centers is about monitoring various aspects of call center activities on a daily basis. These aspects in the scheme of call centers are known as call center metrics. The total performance of a call center can be improved by keeping track of these call center metrics. Here, we […]
A call center comprises the inbound and outbound activities. Inbound is all about receiving the call and outbound means dialling the call to outreach the customers. To maintain the efficiency of inbound call centers is essential because the satisfaction level of the customers depends on the fact how effectively the agent directs the customer towards […]
The call center business has witnessed major changes in the past many years, and cloud technology has brought in some drastic transformations. Running a highly efficient call center with remote agents has become possible because of cloud technology. However, new technologies surface up from time to time that influences the ongoing process towards much better […]
I’m sure you have used IVR (Interactive Voice Response). And you might also have experienced that some of the IVRs are very easy to use while others just put you in a maze of instructions and leave you clueless. As, the name itself depicts, IVRs are meant for interaction that usually happens at the entry […]
There was a time when businesses made customer outreach by dialling the contact numbers manually. It demanded a lot of efforts from the agents. Things changed later when cloud technology started supporting the data through analytics with more focused results. Cloud brought in several kinds of innovations, and predictive analytics is one of them. As […]
