More and more enterprise marketers are using call analytics platforms to collect, analyze and act upon the growing volume of caller data now being captured from the billions of inbound calls to businesses. Pamela Parker on February 24, 2022 The global pandemic has confirmed what many marketers already knew: the telephone is an integral part … Continue reading 9 call analytics platforms for marketing teams to consider
Though call analytics platforms offer a host of benefits, it’s important to look at internal processes, training needs, pricing and more before making the purchase. Pamela Parker on February 19, 2022 More and more enterprise marketers are using call analytics platforms to collect, analyze and act upon the growing volume of caller data now being … Continue reading Does your organization need a call analytics platform?
The ability to track calls is a core use case of call analytics technology. However, advances in machine learning and artificial intelligence (AI) are driving more sophisticated applications. Pamela Parker on February 10, 2022 Call analytics software manages the inbound phone channel (including both landlines and mobile phones), handling tasks from assigning call tracking numbers … Continue reading What is call analytics and how is AI giving marketers more power to measure inbound call data?
Laura Krajewski December 16, 2021 According to Gallup, only 36% of U.S. employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In addition, that leaves many who will leave if a slightly better job comes … Continue reading Is Your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive
Alijah Landing May 12, 2021 There’s a lot of pressure on you as a manager to foster positive relationships with your agents, build those bonds, and keep your team happy. Half of your agents quit their jobs at some point in life because of a bad manager. Not only that, managers control 70% of the … Continue reading 16 Questions to Ask Your Agents if You Want to Retain Call Center Employees
Laura Krajewski July 17, 2020 When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift. We were … Continue reading Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment
Veronica Krieg — June 16, 2020 Companies who strategically invest in employee development see 11% higher profit than those who don’t. And, they’re 2x more likely to keep employees in their seats. Investing in your employees brings clear and quantifiable returns – we’ve said it before, and we’ll say it again. And again. (And probably … Continue reading What to Say in Call Center Performance Reviews: How to Use Agent Strengths to Inspire Better Performance During your Development Conversations