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Call Center Metrics, Platforms and News
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What is Mean Opinion Score? How to Boost Call Center MOS
While phones nowadays seem to be used for everything but calls, they remain a popular choice for customers to reach out. Despite the proliferation of omnichannel service options...
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What is Workforce Engagement Management (WEM)? And How to Use It
High agent turnover is all too common within the call center industry, and it’s a clear sign that...
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What Is the Voice of the Customer (VoC)? And Why It's Important
Your customers are an essential part of your business, which means their experience when...
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Call Center Reporting Best Practices + 9 Ways to Do It Better
Reporting is key to understanding your contact center. It helps QA teams measure performance across...
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What is Call Center Screen Recording? + 5 Big Benefits
Call centers have moved far beyond just phone calls, despite the name. Modern consumers stay...
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Call Center Quality Assurance Automation: How Does It Work?
Ensuring high quality service is essential, especially as customer needs become even greater. 93%...
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This Call is Being Recorded For Quality Assurance: Why?
We’re all familiar with the phrase, “This call is being recorded for quality assurance purposes”,...
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What Is Dialed Number Identification Service (DNIS)? The Guide
Dialed number identification service (DNIS) is a powerful tool that can revolutionize how you...
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What Is Automatic Call Distribution (ACD)? + 4 Big Benefits
High call volumes coupled with inefficient call routing can wreak havoc on your call center...
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