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.

In February 2020, a Time Magazine headline declared, “The Coronavirus outbreak has become the world’s largest work-from-home experiment.” Over a year later, that experiment has been a resounding success for companies and employees who found abundant upsides to less rigid workplace expectations.

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.

Skip the exit interview and schedule a “stay interview” with your star players instead.

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.

Agent utilization or the ratio of an agent’s work done to their work capacity is an essential metric that represents a call center’s efficiency. It tells you if your call center agents are underutilized or have too much work on their plates. That’s why call center managers must have a clear idea about agent utilization. They should know how to calculate and manage it to boost agent engagement and business growth.

Many organizations face a difficult time choosing the best project management methodology. Choosing the best method from so many exclusive approaches can be very tricky. A few project managers indulge themselves in a certification course to get used to the ways of managing a project. But only some learn the tools and techniques to take up a project and push it towards the finish line.

For any call center, ensuring customer satisfaction is a priority. However, with all the processes a typical call center needs to handle, ensuring if your agents provide the right support can seem challenging. That’s why call center monitoring software can be such a game-changer. With features like advanced reporting and automatic call recording, these tools can help you gain detailed insights into agent performance and call quality.