5 Call Tracking Software Picks for 2024
Take the guesswork out of marketing success. Get software that tracks calls, captures conversation data, and improves lead quality. A call tracking software can offer detailed attribution for marketing efforts and help you optimize ad spend. It tracks phone calls, identifies customer intent, and increases conversion rates by giving you actionable insights. We’ve put together […]
Build a High-Impact Quality Assurance Contact Center Process
All successful contact centers are known to prioritize 2 things, customer satisfaction and operational efficiency. This means providing the best customer service at the lowest operating costs possible. That’s where a quality assurance department comes in. A well-structured QA process can help remove inconsistencies, improve agent performance, and increase customer trust. A call center quality […]
Contact Center AI (CCAI): Unlocking Personalized, Efficient Service
Customers are increasingly looking for personalized service experiences. Something that makes them feel that a brand cares about them. Those who offer the best customer service, become champions in the market and have a loyal customer base. But how can you do that at an enterprise level? How do you offer personalized support that is […]
Contact Center as a Service (CCaaS), the Contact Center Benchmark
Contact Center as a Service (CCaas) solutions is the greatest development for enterprise-level contact centers in recent years. As a successor to on-site server-based software suites, CCaaS programs offer a unified communications platform that combines PBX (Private Branch Exchange), IVR (Interactive Voice Response), ACD (Automatic Call Distributor), and legacy telephony. With a CCaaS you don’t […]
Call Center Performance Metrics and KPIs for Managers and Clients
Assessing customer service operations and satisfaction levels requires an understanding of call center metrics and KPIs. These metrics are invaluable for both managers and call center clients.
What is First Call Resolution?
First Call Resolution (FCR) or First Contact Resolution customer service metric. It’s a measure of the support team’s ability to resolve an issue or query within the first call/interaction itself. A good FCR rate means that your support team is efficient and effective with the support that they provide. A high FCR rate indicates better […]
Are AI agents the future of contact centers? Or is it all just hype?
There have been a fair share of hot potatoes being dropped around in 2024; CEO and Managing Director of IT giant Tata Consultancy Services (India’s second largest company) said recently in an interview with the Financial Times that “AI could kill off most call centers”. (https://www.ft.com/content/149681f0-ea71-42b0-b85b-86073354fb73) Another hot potato was dropped (shared) on X: Phonely’s […]