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100% Recording

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You won't know which calls are going to teach you something about your agents or your business until after the call has taken place. For this you need to choose a system that gives you 100% recording and allows you to monitor a 'pool of calls' which are selected through pre-determined business rules. This means a contact centre manager can actively manage the evaluation process by selecting calls retrospectively rather than in advance (which may or may not be of use to the business). This way you can pinpoint a call where say, a sale is lost and analyse why this has happened and how to avoid customer churn in future. Only through recording all calls can you recall and analyse the ones that are of importance to the business.

Submit Tips
Make Training Fun
How many boring training sessions have you sat through? Training should be fun! A simple yet effective idea is to use games linked to the content of t...
February 19, 2019 5:00 AM
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Take Cell Numbers
With the rapid increase in mobile traffic, we are all aware with the problems of losing the connection when the signal is weak. If you take a call fro...
February 18, 2019 5:00 AM
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Meet with the President of ContactCenterWorld.com and fellow members in the area. ContactCenterWorld.com will present 20+ best practice ideas from award winners and also information about upcoming NEXT Generation Best Practice events and more. Venue ... Read More...
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