Results for "Call center

Companies using contact centers in the top 5 industries
Companies using contact centers and the top 5 industries | News
Contact centers have become an essential piece of equipment for thousands of companies around the world. Despite the digital transformation and the arrival of new communication channels, the telephone is still the most direct and human resource when it comes to solving problems or making quick decisions. One call...
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call center analyst
What is a call center analyst and why is he/she key to contact center success? | News
Within the contact center ecosystem, one of the most strategic profiles is that of the call center analyst. Although often overlooked compared to the visible role of the telephone advisor, this professional is responsible for interpreting and translating operational data into high-impact decisions. From tracking metrics to the development of...
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Call Center KPIs to improve decision making and customer experience | News
Many people talk about metrics, reports, dashboards. But not everyone understands the real role KPIs play in a call center. They are not just there to fill out reports or to keep an eye on the team. They are the language that translates performance into decisions, and decisions into concrete results. A well-defined KPI connects operational...
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How to evaluate a Call Center agent with advanced tools | News
The quality of service in a call center depends to a large extent on the individual performance of its agents. Evaluating agents effectively not only allows identifying areas for improvement, but also enables the development of strategies aimed at optimizing performance. Among the main benefits are the following: A rigorous agent evaluation...
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Keys to have all the information from your call center | News
In the digital era, efficient call center management depends not only on agent performance, but also on the ability to collect, analyze and use all the information generated in real time. Detailed information on customers, team performance and workflows is essential to improve...
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How to measure agent performance in an AI-enabled call center | News
Artificial intelligence (AI) has revolutionized the way companies manage and optimize their operations. In call centers, where efficiency and service quality are crucial, AI has opened up new possibilities for measuring and improving agent performance. This type of technology makes it possible not only to automate tasks...
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What is analyzed in a call center, how to analyze it? | News
Call centers are a crucial tool for many companies, providing a direct link between the company and its customers. The quality of customer service can influence brand perception and customer loyalty. Therefore, it is vital to analyze different aspects of a call center's operation. In this...
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AI in the call center: Why implement it and benefits | News
The implementation of artificial intelligence (AI) in call centers is revolutionizing the way companies manage customer service. From automating processes to improving the user experience, AI offers a variety of benefits that companies cannot afford to ignore. In this article, we will explore...
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