FCR (First Contact Resolution) in the call center
Of all the metrics that you can measure in your contact center, FCR is one of the most valuable. Because it not only indicates how efficient you are, but ...
Call Center Indicators: Ultimate Guide to KPIs
A call center is not managed by guessing or applying magical formulas, but by consistently monitoring and analyzing its indicators: those vital metrics that determine the health of the ...
WER: How to reduce errors in your Call Center
As we have seen in other articles, Automatic Speech Recognition (ASR) technology uses devices and software to identify and process oral language, much like it can be used to ...
Call Center Technology: How to improve the efficiency and quality of your calls?
Call center technology is essential for providing high-quality customer service. Implementing the right technology boosts efficiency, productivity, and customer experience. In recent years, we have witnessed the explosion of ...
What is a Call Center?
Global companies rely on their call centers to provide support for customer inquiries and complaints, as well as to conduct telephone sales. However, in today's digital transformation landscape, call ...