Learn More and Request a Demo Getting the Mix Right. Ultimately, finding the right mix of chat and call center techniques for your mortgage business will depend on your customer base and their ...

While the calls may follow the same patterns and flow with traditional workforce management techniques, the shift to remote work has changed how agents work and perform after and between calls ...

Improve Net Promoter Score – For example, when call center agents provide personalized customer experience (e.g., unique and tailored solutions), it can have a significant positive impact on NPS.

This is where call center key performance indicators (KPIs) come in, as they help you quantify the effectiveness and efficiency of your operations. So, you can craft the best experience for your ...

While call centers are widely used across many industries, there are many valuable tools that companies fail to take advantage of — tools that could do a lot to improve their business.

Last week, I read about one of the bleakest uses for gen AI I've seen yet: First Horizon Bank is rolling out a system to detect when a call center worker was on the brink of "losing it"—and play ...

These days, it seems like just about every call center is facing “unusually high call volume” pretty much all the time. “I joke about this a lot,” said Christina McAllister, a senior ...