Call centers and customer-facing businesses commonly engage their customers through inbound and outbound voice channels. And to deliver maximum customer satisfaction over these voice channels, they often use technologies like call recording. Call center recording involves recording the conversation between agents and customers for quality and compliance purposes. In this guide, we’ll cover call center recording in-depth.
Tracking call center performance can be challenging due to the varied nature of businesses and different customer profiles. That’s why call center managers use KPIs (Key Performance Indicators) and metrics to analyze their team’s efficiency. And one such KPI is service level, which considers several factors like the percentage of incoming calls attended in a call center. It can help you measure call center productivity and the quality of customer service.
We’re over the moon! Rocket.Chat was selected as the winner of the Team Messaging Solution of the Year by RemoteTech Breakthrough, a leading market intelligence organization that recognizes the top companies, technology, and products in the global remote work technology market.
Imagine you open your computer one morning to find a deluge of emails and phone calls, but you have no system in place for fielding them all. You may feel overwhelmed or stressed, and you might even start to doubt your capabilities. For HR team members, this situation isn’t out of the ordinary. They receive dozens of requests—if not more—from company employees each day. An HR help desk is the solution for navigating these numerous requests.
This is the fourth installment in a series of articles on Mattermost plugins. First, we talked about how to set up your developer environment. We then examined the structure of server-side and web app plugins before walking through how to build a server-side plugin in Mattermost. In this piece, we’ll explore how to create web app plugins. The web app is written in JavaScript. It uses Redux, and you can write your plugin in Typescript as well. In this article, we’ll use JavaScript.
We’re delighted to announce that G2, the world-leading business solution review platform, has presented Scoro with a number of its Summer 2021 awards. This season, we’re especially proud to receive a total of 13 – including outright winner in two categories, and our first two awards at enterprise level.
