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Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them

Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them

There are several measures contact centers can take to gauge their success, and listening to call recordings is arguably one of the most important ones. After all, a Microsoft survey found that 44% of respondents in America still prefer to use the phone as their primary customer service channel. So, phone recordings can offer a wealth of knowledge for you and are worth taking the time to listen over.

What are the Qualities of a Great Call Center Manager?

What are the Qualities of a Great Call Center Manager?

Call center managers have a tough job to do. They need to have a strategic vision, make difficult decisions, and keep agents engaged and happy.  Great call center managers can align agents, resources, and systems to meet strategic goals. What are some qualities...

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