Day: June 27, 2016

7 Benefits of Call Recordings for Small Businesses

Small businesses are always in search of cost-effective ways to better understand the needs of their customers. They review analytics and compare results to spot performance gaps  and identify where they are lacking. While sales numbers and customer satisfaction ratings are important key performance indicators to look for, it is also crucial to consistently observe …

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Role of a Social Media Monitoring Application in a Contact Center

In order to deliver proper customer support using social media, organizations need to include a variety of fresh support channels. The organizations are also under tremendous pressure for delivering high volume customer satisfaction in real-time. Customer service teams in a contact center have to monitor social media through service information, traffic management, resourcing and a …

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