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A Carefully Constructed Roadmap Can Increase Contact Center Flexibility
One of the largest benefits to contact centers is the numerous applications and components that are available in the technology. Tools like predictive dialing, e-mail management, chat services,...
View ArticleTop 3 Best Practices for Effective Call Quality Monitoring
Contact center agents bear the great responsibility of managing customer service issues on a steady basis. One of the best ways for contact center managers to ensure that agents are providing the best...
View ArticleContact Center Live Wins Caviar Award 2015 with Vocalcom solution
3 June 2015 — Vocalcom announces today that its client, Contact Center Live has won the prestigious Caviar award 2015 in the category ‘best use of technology’ presented annually by Contactcentres.be,...
View ArticleTop 10 Tips for Reducing Average Handling Time
Contact center agents have to strike a delicate balance when it comes to delivering excellent customer service. On one hand, quality should never be compromised and customer satisfaction is always top...
View Article6 Tips to Improve Call Quality Monitoring
Call quality monitoring is essential to the efficiency of a contact center. Given the high volume of customer service interactions on any given day, it’s critical to establish methods for analyzing and...
View Article5 Ways to Drive Productivity in the Contact Center
A contact center can be an intense working environment, as agents and managers alike juggle numerous tasks at a rapid pace while striving to perform at their best. With the frequent consideration of...
View Article7 Best Practices for Effective Call Quality Monitoring
These days, the words “omnichannel customer experience” evoke thoughts of social media channels and messaging apps. For this reason, it’s important not to overlook the all-important voice channel: As...
View Article5 Steps for Monitoring Your Customer Service Practices
When your company defines great customer service, what are the key factors? Does it mean implementing new technologies? Or perhaps you aim to train employees regularly? No matter what your brand’s...
View Article5 Tips for Effective Call Quality Monitoring
No matter how great your service, there will be times when customers will want to call your brand. They may have a complex issue that is too difficult to resolve on another channel, or perhaps they are...
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