More and more enterprise marketers are using call analytics platforms to collect, analyze and act upon the growing volume of caller data now being captured from the billions of inbound calls to businesses. Pamela Parker on February 24, 2022 The global pandemic has confirmed what many marketers already knew: the telephone is an integral part … Continue reading 9 call analytics platforms for marketing teams to consider
Though call analytics platforms offer a host of benefits, it’s important to look at internal processes, training needs, pricing and more before making the purchase. Pamela Parker on February 19, 2022 More and more enterprise marketers are using call analytics platforms to collect, analyze and act upon the growing volume of caller data now being … Continue reading Does your organization need a call analytics platform?
The ability to track calls is a core use case of call analytics technology. However, advances in machine learning and artificial intelligence (AI) are driving more sophisticated applications. Pamela Parker on February 10, 2022 Call analytics software manages the inbound phone channel (including both landlines and mobile phones), handling tasks from assigning call tracking numbers … Continue reading What is call analytics and how is AI giving marketers more power to measure inbound call data?
Laura Krajewski December 16, 2021 According to Gallup, only 36% of U.S. employees are actively engaged in their work and workplace this year. That leaves a lot of employees who are disengaged and likely to give you their minimum required effort. In addition, that leaves many who will leave if a slightly better job comes … Continue reading Is Your Virtual Call Center Working? Measure the Right Metrics to Keep your Virtual Call Center Productive
A Call To Advertise Responsibly In Digital by Maarten Albarda , Featured Contributor, October 15, 2021 Last week, I sat through a presentation by a client’s third-party verification service, which had analyzed digital media ad placement relative to the client’s self-defined safety and decency requirements. And while confidentiality prevents me from sharing specifics, there are … Continue reading A Call To Advertise Responsibly In Digital
Kristen McCormick October 9, 2021 Calls to action are the keys to conversion (that feels like a proverb or something), but they don’t exist in a vacuum. For any [quality] piece of content you see online, you’ll never just see a CTA button on an island with no context. Either the button or link itself … Continue reading The 36 Best Call to Action Phrases Ever (Real Examples +Tips!)
Sean Miller September 27, 2021 Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea. With it, you’re one significant step closer to delivering an exceptional … Continue reading Call Volume Forecasting: Predicting the Future from an Unusual Past
Laura Krajewski September 10, 2021 Jobvite’s annual Job Seeker Nation survey found that 34% of employees have left a job in the first 90 days at some point in their careers. Contact center attrition is painful as it is. But to lose a new hire 3 months in, you’re left looking for a replacement way … Continue reading An Employee Onboarding Checklist for Your Call Center Agent’s First 30 Days
Laura Krajewski September 5, 2021 As a hiring manager, there’s a lot riding on your ability to have a productive interview and find the right agents and supervisors for your call center. If taken too lightly, interviews can end up being a formality that wastes time and doesn’t help you find the right person for … Continue reading Asking the Right Questions: 5 Questions to Use in Your Next Call Center Interview
Laura Krajewski September 2, 2021 Transparency is key when you’re managing a successful team. When organizations practice transparency with their employees, they see greater success in several areas. They have increased employee engagement, a stronger company culture, and foster a comfort that empowers employees to communicate freely. A lot of data is coming in and … Continue reading The 4 Call Center Dashboard Metrics Your Executive Team Needs to See
