How to evaluate agents effectively?
Agent evaluation has been a vital part of managing call centers since forever. Assessing the performance of the frontline workers is not only important for
Agent evaluation has been a vital part of managing call centers since forever. Assessing the performance of the frontline workers is not only important for
Most call center managers agree, that FCR or First Call Resolution is one of the most crucial metrics in their everyday work. By having a
IVR or interactive voice response is an automated system response to answer calls and support the call center by providing instructions to customers. The callers
In 2022, companies are thriving to create an omni-channel approach when communicating with their customers. Nowadays, offering multiple solutions to get in touch with your
There are countless articles and comparisons regarding software and solution choices online and it is so for a good reason. Today, in 2022, the market
The coronavirus pandemic has drastically changed our lives during the past 2 years. Businesses had to adapt to remote working conditions, virtual meetings and online
Nexios is a comprehensive browser-based contact center platform.