What is Average Handle Time (AHT): Formula, Calculation
Average handling time refers to the average time it takes for a customer service representative to handle a call or […]
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October 2024
Understanding Knowledge Process Outsourcing
As per Grand View Research, the global Knowledge Process Outsourcing industry is projected to grow at a compound annual growth
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A Detailed Guide to Call Center Workforce Management
Research by WorkForce Software shows that by 2025, 80% of large enterprises with hourly workers will have invested in Workforce
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What is ConvoZen.AI’s Real Time Agent Assist?
According to a study by Salesforce, 70% of service teams say they’ve experienced increased customer satisfaction through AI-powered tools, such
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Top 10 Important Call Center Skills For Agents in 2024
Great customer service starts with great agent performance—how well they listen, respond, and resolve defines the entire customer experience. This
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AI-Powered Voice Bot Solutions With Lowest Latency
According to a recent report by Gartner, by 2026, 25% of customer service operations will integrate virtual customer assistants or
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Contact Center
VoC Solutions: Everything You Need to Know
Your most unhappy customers are your greatest source of learning. Bill Gates As customer expectations evolve faster than ever, businesses
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What is Conversation Intelligence Software? Definition and Examples
What if your business could listen to every conversation your team has with customers, analyze it in real-time, and provide
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Top Omnichannel Contact Center Software Solutions: 2024
As per the statistics of the Uniform Market, contact center that are adopting omnichannel software solutions to meet rising customer
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How to Set Up a Remote Call Center?
As a result of digital transformation, businesses are increasingly embracing remote work models, and call centers are no exception. The
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What is Voice Bot Technology? A Complete Guide
Technology is just a tool. In terms of getting the kids working together and motivating them, the teacher is the
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What is Call Center Coaching?
“Coaching is unlocking a person’s potential to maximize their own performance. It is helping them to learn rather than teaching
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