Call center sentiment analysis is a process used to interpret how customers feel when they engage with agents in a call center, via email/text, chat, or voice contact. The customer’s words, attitudes, and even emotions can be analyzed and rated. Sentiment analysis is used to identify and resolve recurring issues, […]
Call Center Sentiment Analysis Helps, But Not Much Read More
If you like working with people and thrive in a fast-paced environment, then a job as a call center agent might be perfect for you. Call center agents do many things, like taking customer orders, processing payments, answering support calls, and resolving complaints. It’s an important role in any company
What Do Call Center Agents Actually Do? A Day on the Job Read More
The short answer—absolutely. Call center fraud attempts are more popular today than ever. Every call center should take precautions to prevent scammer attacks. Incorporating fraud prevention strategies like knowledge-based and two-factor authentication is a good start. You also want to make sure you’re prioritizing your first line of defense: your
Call Center Fraud Prevention: Should You Even Bother? Read More
Most businesses start with a Request for Proposal (RFP) to find the right vendor to solve their call center needs. The person tasked with RFP responsibilities usually leans hard into RFP templates to save time and reduce workload. The problem is that most RFP templates are generic, outdated, and rigid.
Stop Using a Call Center RFP Template. Do This Instead Read More
Imagine leading a meeting for a panel of multilingual clients, teaching a class of students with diverse backgrounds, or pitching a product to an audience from different industries. Your goal in any of those situations is always going to be to reach every audience member in the best way you
Want to jump straight to the answer? The best CMMS software for most people is MaintainX or Maintenance Care. Computerized maintenance management software—better known as CMMS—helps simplify the maintenance operations for an organization. The software typically has functions for things like work order management, asset management, equipment management, and predictive
Compare The Best CMMS Software Read More
Do a Google search for call center training and you’ll see the same strategies, tips, and best practices on most lists. These approaches are valid, but true call center excellence comes from thinking outside the box. For optimal success, you must go the extra mile and offer something different. Soft
6 Call Center Training Strategies You’ve Never Heard Of Read More
When your phone rings, you answer it, and there’s nothing but silence on the other end, that’s a ghost call. Ghost calls, also called phantom calls, are a real problem for individuals and businesses. Apart from being purely annoying, they can also turn into some very expensive headaches if you
How to End Ghost Calls (For Good) In Less than 60 Minutes Read More
