News - Call Center
Why are Phone Calls so Essential for Customer Service?
Published Thu, 08/26/2021 - 14:00
Lorraine Kelleher at Spearline explains how research highlights the continued importance of phone calls to ensure an optimal customer experience. However, many organizations are blind to the issues impacting their external network.
Key Considerations for Optimizing the Mobile Workforce
Published Thu, 08/26/2021 - 02:00
With the events of 2020 requiring millions of workers to transition to working from their homes, many businesses have been forced to reconsider their definition of a workplace and how managers can effectively monitor, coach and communicate with remote and at-home workers.
What is Call Center Burnout and How to Overcome It?
Published Tue, 08/24/2021 - 16:00
The career of a call center agent is often short-lived, with research suggesting that call center workers aged between 20 and 34 years old stay with an organization only about one year on average.
How Can Jitter Frustrate Your Customers?
Published Tue, 08/24/2021 - 02:00
These days, most telecommunications traffic is routed through a packet-switching network, and it is frequently routed over the public internet. For example, speech data is converted into packets for call participants and routed ‘towards’ a receiver.
