Tracking Music-on-Hold with Uniloader
Why do you need Music-on-Hold tracking?
One of the questions you may have when analyzing your call-center performance is: how much time did our agents put the caller on-hold? This is an important proxy of the quality of the service you offered, as long (or frequent) time on-hold is a symptom of problems when handling a call. Read More keyboard_arrow_right
Four reasons why QueueMetrics is the key for your call-center success
A monitoring and reporting system is the most important component of any modern call center such as measurement of agents performances and customer satisfaction is the key strategy for success. Balancing all internal elements that shape the ecosystem of an Asterisk PBX based contact centre relies on accuracy and precision of reports. An efficient call center management improves performances by more than 100%, while improving overall customers’ satisfaction. Monitoring, reporting and improving performances is the bread and butter of QueueMetrics suite.
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What a cloud solution can do for your call center
Modern contact centers shares challenges of the biggest contemporary service providers. Continuous grow in revenue, quality, and efficiency while costs must be kept in rigid control within articulated and complex structures. Quality of services means satisfied customers included fast delivery, and precise understanding of their needs.
Read More keyboard_arrow_rightWhat Your IVR Says About Your Competency
Imagine taking your car into a body shop to have a minor dent repaired.
You wait for a significant amount of time for your spot at the front of the queue, and when the first available counter agent sees you, she holds up her hand to stop you from approaching the counter.
She seems scattered, busy, distracted; shuffling papers around, trying to flag down coworkers to ask them questions.
At one point, frazzled, she even meets your gaze again and says: “We’ll be with you in just a moment!”, but this doesn’t seem to instill confidence or reassure you that she’s ever going to give you her undivided attention. She’s all over the place! How is she going to handle your issue?
And so it can seem with your phone system.