Like with any other business, keeping performance and productivity up to speed is necessary to the success of the call center and the business it serves. Quality assurance software provides call centers with a means to gauge service standards but fails to provide insights on how and where agent productivity […]
Call centers are by and large measured by two differing KPIs: ASR and customer satisfaction. These metrics for call centers’ success often compete. In order to answer more calls, agents may sacrifice the customer experience by rushing through calls; or, reversing that, spend too much time on individual calls, lowering […]
Like many other businesses in 2020, call centers were forced to shutter their doors and migrate to remote work. The move was widely beneficial to call centers and their employees. Increased productivity and lower attrition rates were largely credited to the flexibility remote work provided agents. But the shift wasn’t […]