6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time
By Tatiana Poly on April 19, 2022 at 5:34 AM
Every contact center manager worth their salt knows how valuable it is to consistently and frequently evaluate their agents. Properly monitoring agent performance greatly contributes to the efficiency of the agent as well as the overall team. It also identifies training opportunities …
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezkorovayniy on February 28, 2022 at 5:03 AM
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Contact center managers having access to call recordings isn't new. A poll done in 2015 on Callcentrehelper.com showed that 95% of supervisors had access to those recordings. However, we know from experience that, traditionally, only 1-2% of all recordings are actually listened to for …