Tag: call center metrics

October 5, 2019

Call Center Efficiency Metrics- Call Center Productivity Formula

There are many methods to increase efficiency in your call center. The following tips will help you improve your performance. You can increase your occupancy rate. This number shows how many agents are occupied during a call. High occupancy rates are a sign that agents are overworked. They take too long to pick up new… View Article

January 10, 2022

Call Center For Small Businesses

When deciding if a call centre is the right choice for your business, you should consider the following factors: Customer service and sales, Workforce optimization, and Cost. Here is a list of the top choices for your business. There are other benefits as well. You should read testimonials if you choose to hire an office… View Article

September 20, 2021

Call Center Functionality and Features

Call centers are an essential component of running businesses however, how do you determine which features and functions are the best for your company? This article will cover topics such as Workforce management, Queuing and Routing, IVR, etc. We’ll also discuss some of the most popular call center platforms, and what features to look for… View Article

October 3, 2019

Call Center Metrics Analytics And Reporting Best Practices

Call center metrics can be a great way to measure your business’s growth. This metric can be used to measure your business’s progress, depending on what goals you have. If your goal is for all calls to be answered within two minutes then a high average hold-time can indicate that agents are not performing as… View Article

November 18, 2021

Call Center Monitoring Software

Monitoring a call center software tool can be extremely useful in the customer service arena. These tools can be utilized to train and coach agents, and monitor their real-time status. This allows you to gather more data. Let’s take a look at four types of call center monitoring software. Which one is the best for… View Article

November 1, 2021

Call Center Monitoring Software

Monitoring of call centers is essential if you want to improve customer service. With the help of these tools you’ll be able monitor the performance of your agents in real time. The software also provides precise reporting tools as well as cloud-based solutions. These are the top call center monitoring tools you should consider. Find… View Article

January 20, 2021

Call Center Monitoring Software – Which Ones Are Right For Your Business?

If you run a call center, then you’ve likely had the opportunity to use software that monitors call center operations. What exactly is it and why is it so important to your business? It’s the technology that keeps your employees up-to-date and productive. You’ll also see a marked improvement in customer service as your employees… View Article

January 2, 2022

Call Center Software – Which is the Best Call Center Software?

There are numerous call center software options available in the market. In this article we take a look at Nextiva One, Aircall, Dialpad and Twilio Flex. All of these software options are great options but which one will be best for your company? We hope this article helped you make a decision! Have you ever… View Article

September 16, 2021

Call Center Stats You Should Know

You can track many different call center stats. Rate of abandonment, average queue time as well as query age and the average speed of answering are just a few of the popular metrics to monitor. The more you can learn about these measures, the better your business will become. Here are some examples to help… View Article

November 21, 2021

Call Centre Analytics and Calabrio ONE

Call centre analytics allow companies to understand their customer data and share it across departments. By linking all data sources, the company can easily align goals and strategies across the entire business. Call centre analytics can also aid in developing better customer relationships. Call centre analytics can be used by marketing teams to instruct agents… View Article