What is Average Speed of Answer? (ASA)
December 9, 2020
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In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
Tag: multiple inbound experience
What is an Inbound Call Center? (3 Skills the Best Ones Have!)
September 3, 2020
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In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have Your free guide
How to Turn NLU Into Your Best Agent Productivity Tool
June 25, 2020
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Post summary: Conversational IVR will be the biggest use for Natural Language Understanding. But the tech also has valuable uses for agent productivity. New automation
The CX Stats Shaping Your Contact Center Services (like it or not…)
June 11, 2020
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Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented
SMS is the Unsung Hero of Call Center Technology! Here’s Why…
May 5, 2020
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SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a
13 Call Center Best Practices That *Actually Help* (Pt.2)
March 17, 2020
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This is the second instalment in our list of call center best practices. Ready to make a tangible difference to your business’s CX? Good –
13 Call Center Best Practices That *Actually Help* (Pt.1)
March 12, 2020
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It takes a lot of skill to run a call center well. You have to manage people, manage tech and manage processes. And some contact