Analytics 1.5 went live on the 14th August with a host of new reports and features. The reorganised navigation makes it easier to select reports and backtrack. Based on user feedback 10 new reports have been created to help analysts track the overall quality and focus on the root cause of issues. Analytics now provides 28 report templates that can be filtered by Group, Team, Event or Staff.
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and improving efficiency and productivity without quality assurance (QA) isn’t possible. You can’t boost revenue and ROI in your contact center..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases, agents spend hours talking with people who don’t want to be on the phone any more than the agents themselves do. Even in the best..