Communications Industry

Best Practices for Call Center Scripts: Expert Tips & Best Practices for Developing & Using Effective Call Center Scripts

Call center scripts are essential for many customer service organizations to help ensure consistency in messaging and reduce errors.

Anatomy of a successful call center agent: 25 tips & characteristics

Some of the most successful call center representatives share some important and valuable characteristics to look for when hiring call center talent.

How Trends Are Changing With Unified Communications

Unified telecommunications is a solution in the communications world that allows businesses to get more out of their crucial tools and applications, b...

7 Ways of Using Speech Analytics To Shape Your AI Strategy

Contact centers are a vital part of ongoing business success.

Deliver Performance Scores Directly to Your Agents

A contact center must look at agent productivity, expenses, and eliminate steps in the agent’s process.

Omnichannel Data & Analytics: Making Omnichannel Work

The guide emphasized how to ensure that omnichannel efforts move in the right direction and deliver the best possible results.

Multi-Tasking & Active Listening for Call Center Agents

In addition, speech analytics software can help managers understand and measure their agents' empathy.