Thoughts from the Cliff Dweller
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Showing posts tagged operating a contact centre
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Understanding Service Level and its Impacts on Cost and Service.
We explain what those numbers mean, the impact to your contact center and your costs when you run a high or low service level.
Also provide thoughts on SVL for certain businesses.
Hopefully some education to help you run your contact centre.
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Describes how Voice Analytics machines work and the functions of their different components. I also talk about some common uses and provide an overview of the positive aspects and some of the drawbacks of voice analytics when used in a contact center.
Tags: Call Center Management, Voice Analytics, speech analytics, agent performance, tracking agents, contact center, call center, call centre, customer service, coaching, process improvement, wave file, speech, csr, Call Center Management, call center technology, call centre education, operating a contact centre, contact center technology, digital speech, acd, pbx, recording calls, agent performance, process improvements,
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Thinking about outsourcing some or all of your Call Center or Contact Center? These 10 tips will help you with managing the relationship to ensure greater success.
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