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10 Questions to Uncover What’s Really Holding an Agent Back
If your one-on-ones sound more like polite small talk than actual coaching… you’re not alone. Supervisor: “How’s everything going?” Agent: “Good.” Supervisor: “Okay, keep it up!” And just like that, another coaching opportunity disappears into the ether. The truth is, most underperformance isn’t due to laziness or lack of willpower. It’s often stress, confusion, burnout,…
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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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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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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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Avoiding the Pitfalls of Technology Adoption
Adopting new technology can revolutionize your business, boosting efficiency, enhancing customer experience, and solidifying your competitive edge. However, when poorly executed, technology implementation can lead to wasted resources, frustrated teams, and unmet expectations. Industries such as call centers, financial institutions, debt collections, and insurance companies are particularly dependent on technology to handle high customer volumes,…
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Transforming Agent Training
In today’s fast-paced business environment, agent training isn’t just a box to check during onboarding; it’s a continuous journey that evolves with organizational needs. Yet, many companies face challenges in maintaining this continuity, resulting in operational inefficiencies, reduced employee engagement, and diminished customer satisfaction. This post explores the critical importance of bridging the gap between…
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Balancing Employee Safety with Business Continuity
Ensuring employee safety while maintaining operational efficiency has become an increasingly complex challenge. The rise of modern threats and the financial implications of downtime necessitate innovative approaches to safeguarding agents without compromising business continuity. This post explores the key aspects of balancing safety and operations, the role of proactive measures, and how AI-powered solutions can…
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Things To Consider When Implementing Real-Time Agent Assist & Automated QA
First, let us begin by breaking down any decision related to the implementation of new technology into three phases. People. Process. Technology. Usually, we’ve found organizations take these in the reverse order. For this post, we are going to focus on the technology piece as it relates to the process that people will go through…
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Leadership Strategies for Optimizing Call Quality
Call quality can make or break customer retention rates. Or even sales if you think about every agent on the phone. For this post, we will focus solely on support and service. If you’re looking for more sales-related help, check this out. For operations leaders, ensuring that their teams deliver high-quality, efficient, and empathetic service…
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The Role of Automation in Call Compliance
Debt collection agencies and law firms face mounting pressure to stay compliant with ever-changing regulations. The rise of automation and artificial intelligence (AI) has added new layers of complexity, with decision-makers needing to balance innovation with adherence to stringent compliance requirements. Understanding how automation can aid in call compliance is essential for these organizations as…
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20 Call Center Cheat Codes
It’s not always possible to be at the top of your game 100% of the time. That’s what cheat codes are for. Just like in your favorite video game, cheat codes give you life! But remember, you can’t use all of them at once. We suggest focusing on one or two at a time. Once…
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2024 Market Study
Over the past six months, we’ve seen a change in the marketplace. But instead of just telling you there has been a change, we are revealing the details so that you can put them into action today. If you’re interested in our 2023 Market Study, view that here. 1. Customer satisfaction rates increased by 22%…
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