Top Metrics that Measure Inbound Call Center Performance By: Chris Woodard Call Center Metrics 14 min. read Front-facing employees are the lifeblood of a business. Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft, 97% of global consumers say customer service impacts brand loyalty and their buying decisions. The job isn’t only about picking … Continued Read This article
What is a Call Center Dialer? By: Patrick Hogan Call Center Metrics 4 min. read A call center dialer is an application that automates outbound calls. It is one of the best tools in business to improve your agent's productivity and call efficiency. Read This article
Contact Center Best Practices: How to Improve First Call Resolution By: Aki Merced Call Center Metrics 6 min. read Imagine this, you’re streaming your favorite TV show and suddenly you lose internet connection. You try all the basic troubleshooting steps: check all the necessary cables, unplug and re-plug the router, maybe even do a hard reset. Alas, none of the usual tricks work and you are forced into one of the most dreaded things … Continued Read This article
