Call centers operations are prone to inefficiency. Never-ending lists of demands and to-dos can have that effect. But even though many call center tasks seem simple, factors like poor training, tracking and scheduling can slow down operations – leading to poor customer experiences and lost profits.
Big Data in the call center is nothing new. In fact, it’s been around since the 1960s. So, what’s triggering the resurgence of this term? In this blog we’ll take a more in-depth look at 5 ways big data is (and has been) impacting the call center.
The most important responsibility of a contact center is to continuously improve customer experience. But while the possibilities for improvement are endless, not all are tactical or cost-effective. In this post, we’ll discuss a few ways to keep costs down while boosting the overall customer experience.
You might not be able to eliminate wait times. But you can reduce them. Here are 3 tips call centers can use to do just that.
How do you train call center employees efficiently? In this post, we’ll look at 4 tips that can help call center managers keep up.