Callminer
NOVEMBER 9, 2020
Speech analytics software , for example, enables call centers to review past fraudulent calls, customize a fraudulent scorecard, and leverage real-time analytics to provide guidance to agents while on the call if a call is flagged as potential fraud. Customer behavior across channels does not seem normal.
Execs In The Know
APRIL 7, 2024
By providing clear data that the team can use to make educated decisions on how to optimize processes. So, it’s easier to celebrate the successes you find—you can just point at your scorecard and show off your stellar metrics. On the other hand, if you’re successfully solving a boatload of tickets, WFM helps to highlight that.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Callminer
FEBRUARY 21, 2018
Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. He has more than 25 years of experience in leading and growing multi-site contact centers in different industries. The latter includes agents’ self-analysis scorecards.
Execs In The Know
FEBRUARY 16, 2023
Diane Porter, Director of Education and Instructional Design, was clear about why Sallie Mae uses Zenarate simulation training. “We And contact center and training leaders can also certify agent readiness to engage with live customers and prospects through their Simulation Scorecard and Immersion Call Listening.
Callminer
SEPTEMBER 5, 2017
She has a command to write on call center software and new technologies used in contact centers. which gives smaller companies access to executive level Contact Center & Customer Service Experts by the hour. Too many times in contact centers, employees are taught what to say, but are not taught to understand.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Mark Webster is Co-founder of Authority Hacker , an industry leading online marketing education company.
Callminer
MARCH 6, 2020
Managers play an integral role in ensuring high quality customer service, from hiring and training call center agents to monitoring performance, keeping tabs on vital call center metrics and keeping agents motivated every day. Mark Webster is Co-founder of Authority Hacker , an industry leading online marketing education company.
Expert insights. Personalized for you.
345 
Let's personalize your content