Artificial Intelligence

Calling Agent Scoring

Are You Scoring Your Agents Based on Their Skill Level?

December 4th, 2019

Call center productivity can by analyzed by a variety of metrics depending on your industry. Applying a system to score your calling agents is essential to routing your agents properly to appropriate tasks and streamline your customer experience.

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How Much Call Tracking Does Your Company Need?

February 27th, 2019

Call tracking isn’t a single-lane solution. There are multiple levels, each with their own capabilities and tailored for specific business needs. If you’re trying to decide which level of call tracking to start out with, ask yourself these five questions.

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