Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. When
Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective,
Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this
Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes
Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Want more articles
Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation
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