New research from Aberdeen Group shows that extracting business intelligence in the contact center plays a key role in the overall success of your organization.
The report, Unlocking Business Intelligence in the Contact Center reveals opportunities for your organization to improve performance by leveraging business intelligence mined from data collected via contact center and CRM software.
As [...]
Carolyn Beeler at NPR recently published an interesting article about the next generation of call center workers. In the article, Beeler examines a growing trend where businesses are outsourcing customer service positions to work-at-home agents located across the U.S.
For years, Americans have had their phone calls about credit card bills and broken cell phones handled [...]
Most people who work in the contact center industry are familiar with the concept of first call resolution (FCR). After all, contact centers are known for measuring every possible aspect of interactions. What’s surprising, however, is that only a small percentage of organizations are actually striving to measure and increase this critical metric. First call [...]
As we wrap up the snowiest winter in decades, we’re reminded of how grateful we are for technology.
When the brunt of the storms rendered other Columbus, Ohio offices (and offices across the country, for that matter), non-operational, we were able to work from home thanks to our communications infrastructure and our own CallCopy software. As [...]
In today’s highly competitive market, providing quality customer service is critical to a company’s success. One way to ensure high levels of customer service is to employ speech analytics (and speech analytics best practices) to quickly locate key words and phrases within call recordings. This will allow your organization to identify opportunities for leveraging business [...]
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Whitepaper: Building a Work-at-Home Program  |
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eBook: 10 Secrets to Boosting First Call Resolution |
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Best Practices Guide: Building a World-Class Quality Assurance Program |
