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What is call monitoring and its benefits

What is Call Monitoring and What Are Its Benefits?

When the manager monitors and supervises the agents keeping both parallels, the agent's performance increases greatly.  Call monitoring is one of the easiest and most lethal tools for supervisors to check the progress of the agent’s work. It gives them a consistent amount of information about agents' activity and customers’ expectations.  Additionally, whatever the nature of business is, call monitoring…

What is the Connection Between ASA and Service Level

What is the Connection Between ASA and Service Level?

In a call center, customer experience matters most. A satisfied customer means the business is going in the right direction. And, in today's day and age, contact outsourcing is very important to handle customers over calling.  A contact center provides superior quality calling solutions for both i.e. inbound calls and outbound calls. If you have ever experienced call center solutions, you probably…

5 Reasons Ecommerce Store Needs Live Chat

5 Significant Reasons Why Every Ecommerce Store Needs Live Chat

Imagine you’re shopping online from your favorite store brand, looking for a color variation that you want to buy - but you can’t find it.  You wonder: Are they out of stock? Do they not come in a particular color?  You feel sad :( and looking around for helpful staff members, but there’s no one around.  There is just one…

How Gamification Can Keep Call Center Agents' Boosted

How Gamification Can Keep Call Center Agents’ Boosted

If you’re a manager or a team leader often come across to motivate your team players most of the time to bring productivity. Isn’t it… There are many ways to improve call center agents’ productivity and performance. And you may have used a number of ways to motivate your employees. But, did you impose gamification yet?  No, So sad :(…

outbound calling tips

5 Outbound Calling Tips To Close More Deals on Calls

Telling you a secret! Listen carefully…Calling takes art.  How you talk to people during phone calls conversations depends on your art of words. Your words should be sound pleasant instead of coarse.  If you’re involved in the outbound calling process, contingencies are generating leads for the company. And that you could achieve by bringing good communication skills and by practicing…

What is call center call scoring and how it improve agent performace

What is Call Scoring? And How Is It Used To Improve Agent Performance?

When your organisation deals with a large number of customers, the need for efficient inbound services becomes important.  Inbound call center agents essentially answer customer service queries as well as transactions. It is important to monitor and analyse the agent's performance. This is where a call scoring system comes into the picture. What is Call Scoring?  Call scoring is similar…

Live Chat Support For Lead Generation

Helpful Ways To Use Live Chat Support For Lead Generation

In an online competitive age, surviving is hard as lifting a rock for building an empire. And above all, it’s arduous to capture a lead i.e. the potential customer. The sales and marketing professional use an array of techniques to generate leads for the company. Out of many, digital marketing is one of the foremost and common practices of lead…

Call Center Metrics that Measure Performance

Top Metrics that Measure Call Center Performance

Generally, it is said that good performance leads to good results. In a call center, the ratio of company success is measured through agents’ performance. An agent may involve in the aspects of multiple scenarios to understand the customer requirement. Once he/she understands their desires, they build a channel or bridge to trump the needs. For this, they process multiple…

B2B Call Center for Business Functions

Importance of a B2B Call Center for Business Functions

The nature of the B2B-Industries/companies indeed is different from the out ones in the market. There is a whole shift in the internal work strategies and even in the ambition behind the establishment of the business. Generally, B2B stands for “Business to Business.” The one who engages in such type of trade(s) creates products and services geared toward other businesses.…

Reduce Agent Attrition in Call Centers

Steps to Help Reduce Agent Attrition in Call Centers

Imagine the business without the folks of talented employees, it’s a hard bet you can wager! Imagine the scenario of handling stressed and angry customers without an experienced agent. You ultimately lose leads worth a billion dollars without having talented employees. And losing such a bet shouldn’t be an option in your business! Thereby, it is important to focus on…

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