Contact centers struggling to get agents to handle every call exactly according to plan have typically resorted to one-on-one training -- but that's a time-consuming and costly process that fails to ...

• Incorporate word phrases into agent scripts, coaching, and training. • Agents need to choose their word phrases carefully with customers. • Agents should use a script if they need to. Now let's ...

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...