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Are You Measuring the Right Call Center KPIs?
Call center leaders track a variety of performance metrics, but are they focusing on the right ones? With so much data available, it’s easy to measure the wrong indicators or rely on vanity metrics that don’t truly reflect customer experience or operational efficiency. In this guide, we’ll explore the most impactful call center KPIs, highlight…
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How to Train Your Staff to Use LLMs
LLMs are AI tools that generate human-like text. Employees may already be using them, knowingly or not, to write emails, summarize content, or generate ideas. We put this guide together to help ensure your staff uses them safely and effectively. LLMs are helpful, but careless use can lead to data leaks, legal issues, or inaccurate…
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Voice Analytics vs. Speech Analytics: What’s the Difference
If you’ve ever used the terms “voice analytics” and “speech analytics” interchangeably in a meeting – don’t worry, you’re not alone. They sound like corporate twins, wear the same suits, and show up in the same product pitches. But here’s the truth: while they’re related, they serve different (and equally critical) purposes. And if you’re…
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Ensuring Compliance Without Slowing Down Operations
Compliance is essential. No business can afford to ignore it. But too often, it’s seen as a burden, slowing down productivity, frustrating employees, and adding red tape to otherwise smooth processes. It doesn’t have to be that way. You can maintain compliance and keep your operations moving efficiently by rethinking how compliance is built into…
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Managing Remote & Hybrid Call Center Teams
The call center industry has undergone a dramatic shift toward remote and hybrid work models. According to a recent report, over 70% of call centers have transitioned to a remote or hybrid setup, driven by cost savings and employee preference. While these setups offer increased flexibility and access to a broader talent pool, they also…
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13 Collections Call Objections
I wish the entire call was as easy as the first 30 seconds. Confirming the person on the other end and stating why you’re calling are easy. What comes next, you have no idea. In a matter of seconds, you need to blunt their knee jerk reaction, mentally process the objection, and say something moderately…
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The Science of a Great Call: What Top Agents Do Differently
Most of us have experienced it. Some customer service calls are smooth, efficient, and even enjoyable, while others feel like a frustrating maze of confusion. What makes the difference? It turns out that what top agents do differently can be replicated. They follow a set of behaviors backed by science, psychology, and best practices. Great…
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Reducing Customer Frustration & Improving Call Resolution
Customer frustration is a common challenge in call centers today. Long hold times, endless transfers, and unresolved issues can leave customers dissatisfied and more likely to take their business elsewhere. A poor support experience not only impacts customer retention but also damages a company’s reputation and increases operational costs. The key to reducing frustration lies…
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The Hidden Costs of Not Using AI in Your Contact Center
In today’s highly competitive market, contact centers must balance cost efficiency with delivering fast, high-quality customer service. While AI-powered solutions have transformed many industries, some businesses remain hesitant to implement them due to concerns about complexity, disruption, or budget constraints. However, the real risk isn’t adopting it, it’s the hidden costs of not using AI. …
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Call Center Efficiency Benchmark Guide
Is your call center truly operating at peak performance or just getting by? Many businesses think they’re hitting their targets until the data tells a different story. That’s where a call center efficiency benchmark becomes essential. This guide will help you measure your performance against industry standards and show how implementing real-time assist and QA…
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How Investing Time in Your Team Drives Operational Success
Call center and operations leaders are often tasked with optimizing efficiency and hitting KPIs, but one critical factor is frequently underestimated: the power of time invested in your team. Research from Gallup indicates that organizations with highly engaged teams are 21% more profitable than their disengaged counterparts, underscoring the significant impact of leadership involvement on…
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How Real-Time Agent Assist Software Has Changed QA
You’ve probably heard of agent assist software. It’s nothing new in the contact center world. But the evolution of real-time capabilities is what differentiates today’s software from what it was just five years ago. No longer can companies, or agents, afford to wait until after a call to make changes. The demand for immediate responses,…
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