Talkdesk’s Shauna Geraghty explores the main call centre performance metrics to be monitored by agents and managers.
News - Call Center
How to Unify Your Staff in Polarized Times
Published Sun, 10/17/2021 - 17:00
Political divides are starker than ever in the United States. That puts association leaders in a position to lead not just their staffs but their industries.
How CX Technology is Changing the Role of Contact Centre Agents
Published Fri, 10/15/2021 - 05:00
The rise of Contact Centre as a Service (CCaaS) models has introduced new technology that changes the role of contact centre agents.
Jake Gardiner at Odigo explores how to improve agent satisfaction and boost business results, as agents deal with evolving customer experience tech and expectations.
The Top Call Centre Agent Skills to Look for When Hiring
Published Fri, 10/15/2021 - 05:00
Shauna Geraghty at Talkdesk provides information about the recommended soft skill set and the top call centre agent skills for successful hiring.
10 Steps to Select Optimal Call Centre KPIs
Published Wed, 10/13/2021 - 17:00
Shauna Geraghty at Talkdesk outlines how choosing optimal call centre KPIs is critical in assessing call centre performance, maintaining a consistent level of service quality, and comprehensively understanding your customer’s experience.
