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 quality assurance, but for improving the customer experience as well. Every call center manager understands the importance of the frequent and throughout evaluation, so in this article we are scrutinizing […]

Boost call center performance by focusing on FCR

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 healthy FCR and avoiding returning calls from unsatisfied callers can measurably support the performance of the call center, lower the pressure on agents and increase customer experience all at once.  […]

How to use IVR effectively and improve the customer experience

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 are able to input responses by pressing numbers on the keypad designated to certain commands, narrowing the range of potential information and support required from live agents. Customers are usually […]

Live chat as part of the CRM system

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 business is not considered bold anymore, it is rather a necessity. Your customers are living a fast pace of life, so they appreciate anything that helps them save a couple […]

Is it time to change your CRM system?

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 is flooded with thousands of different solutions and suggestions of what to pay attention to – so many in fact that it’s easy to get lost in what one’s real business […]

5 tips to effectively train newcomers virtually

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 staff management – and it presented countless challenges to most companies. Many had tried to postpone hiring new employees, expecting the pandemic to finish and everybody to return to the […]

CRM: On premise vs. Cloud

Cloud-based CRM systems are becoming increasingly popular as the simplest way to store and process your data. But, is it always the right choice? Some people are ambassadors of cloud and cannot imagine using anything physical, while others have their doubts about replacing the on-premise setup. What is the reality? How can you find the […]

8 call center KPIs you have to measure

We can all agree, that every call center needs key performance indicators in order to maximize efficiency, to celebrate achievements and to find out which areas require further improvement. When analytics are used correctly, you can see real data on how your call center operates and it gives you the chance to prepare an action […]