Call Center Productivity: How to Measure & Improve It Call Center Productivity: How to Measure & Improve It Call center productivity measures your business’s overall efficiency and evaluates how effectively agents, technologies, and processes come together to handle… Source: Get VoIP Blog
Contact Center Reporting: Key Metrics & Best Practices Contact Center Reporting: Key Metrics & Best Practices Contact center reporting aggregates rich data to help businesses improve their customer service and business reputations. Using metrics like agent… Source: Get VoIP Blog
Agent Assist: How it Works, Key Features, and Top Providers Agent Assist: How it Works, Key Features, and Top Providers Agent assist technology empowers contact center agents with the tools and insights they need to excel in real-time customer interactions…. Source: Get VoIP Blog
What is a Call Center Workflow and Why Do You Need it? What is a Call Center Workflow and Why Do You Need it? Call center workflows automate customer-service processes that involve multiple steps. This includes sending alerts and notifications to a supervisor, routing… Source: Get VoIP Blog
Talkdesk Workforce Management Review + 5 Features We Like Talkdesk Workforce Management Review + 5 Features We Like Talkdesk Workforce Management (WFM) is an intelligent workforce management platform with omnichannel AI forecasting, automated agent scheduling, performance monitoring, and… Source: Get VoIP Blog
AI Based Call Center: Everything You Need to Know AI Based Call Center: Everything You Need to Know In recent years, call center software has heavily integrated artificial intelligence (AI) to automate time-consuming business processes, improve customer experience,… Source: Get VoIP Blog
Best Outbound Call Center Software & Its Use Cases Best Outbound Call Center Software & Its Use Cases Outbound call center software facilitates customer engagement by helping agents reach out to as many customers, leads, and contacts as… Source: Get VoIP Blog
What is Workforce Engagement Management (WEM)? What is Workforce Engagement Management (WEM)? Workforce Engagement Management (WEM) is a component of Workforce Optimization (WFO) focused on improving the employee experience, increasing agent retention,… Source: Get VoIP Blog
NICE Workforce Management Review + 5 Features We Like NICE Workforce Management Review + 5 Features We Like NICE Workforce Management (WFM) is a CXone contact center feature suite with AI-powered forecasting, scheduling, employee engagement, and performance management… Source: Get VoIP Blog
Omnichannel vs Multichannel Contact Center: Which to Choose? Omnichannel vs Multichannel Contact Center: Which to Choose? Omnichannel and multichannel contact center solutions enable you to serve customers with multiple channels and touchpoints. However, the two types… Source: Get VoIP Blog
