Call Quality Monitoring

supervisor-monitoring

Never Miss on a Customer with Call Center Dashboards and Monitoring Tools

Businesses need a straightforward metrics-driven framework to run effectively. Clarity on what is happening on the floor and what actionable are pending to be taken helps create a productive plan of action. Operation heads need a quantitative structure that helps them stay proactive and plan a step ahead of demands. They need regular notifications/alerts, customizable …

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Top Ways to Optimize Call Center Occupancy Rate

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. Agents can achieve 100% occupancy rate, but …

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