Increasing Productivity in Call Centers with User Behavior Monitoring
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 and performance can be improved. […]
Unifying A Dispersed Call Center Through Security, Compliance and Workflow
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 without issue. Call center leaders […]
