Average Handle Time (AHT) | Formula & Importance
What is AHT? Average Handle Time or AHT is a metric that summarizes the average duration required to resolve customer […]
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A Deep Dive into Chat Sentiment Analysis
The rise of chat-based communication has reshaped the way individuals and businesses connect. Whether it’s customer support, marketing, or team
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What is Call Analytics?
Call Analytics is a dynamic field that harnesses data and technology to extract valuable insights from phone conversations and interactions.
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Emotion Recognition in Conversation: Decoding Human Sentiments in the Digital Dialogue
The ability of machines to understand and respond to human emotions has become a paramount pursuit in the ever-evolving landscape
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Understanding BPO (Business Process Outsourcing)
Defining Business Process Outsourcing (BPO) Business Process Outsourcing, often referred to as BPO, is a strategic practice in which a
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Hosted Call Centers: Understanding the Pros, Cons, and Alternatives
Hosted call centres are at the forefront of modern customer service solutions, leveraging cloud technology to revolutionise the way businesses
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Understanding Call Abandonment Rate: Importance, Calculation, and Improvement Strategies
Introduction to Call Abandonment Rate In the intricate landscape of call centres, understanding the dynamics of customer interactions is vital.
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Unlocking the Power of Productivity: Strategies for Call Center Success
The productivity of your call center directly influences customer satisfaction, retention rates, and ultimately, the bottom line. By focusing on
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Mastering Call Center Escalations: Best Practices for Handling Escalated Calls
In the fast-paced world of call centers, handling escalated calls is a critical skill that directly impacts customer satisfaction and
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Maximizing the Potential of Speech Analytics in Call Center’s
In an age of increasing digital communication, one aspect remains as essential as ever–the human voice. A call centre’s efficiency
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What is Call Centre Compliance?
In the rapidly evolving landscape of customer service, call centres have emerged as vital touchpoints for businesses to interact with
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What is Automated Quality Management (AQM)?
Automated Quality Management (AQM) is an integrated component that automates the entire quality management process of a contact center. This
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