Mckay Bird

Three Commonly Overlooked and Misunderstood KPIs in the Contact Center Space

Running a high-functioning contact center is no easy task. Contact centers should consistently evaluate operational performance for effectiveness and efficiency. To this vein, contact centers should be measuring specific key performance indicators (KPIs) in order to take an accurate pulse of the business....

Four Contact Center Tools Necessary for TCPA Compliance

The Telephone Consumer Protection Act (TCPA) is a significant pain point for many contact centers. As TCPA guidelines consist of an extensive list of frequently changing regulations and restrictions, it can be difficult for contact centers to stay up-to-date with the latest provisions. New...

Benefits of Healthcare Revenue Cycle Management Solutions

With the recent shift away from fee-for-service care and toward value-based care, healthcare providers are beginning to understand the benefits associated with implementing healthcare revenue cycle management solutions in their operations. Healthcare revenue cycle management oversees the financial processes involved with healthcare organizations such...

How to Stay in Compliance with TCPA Regulations

Nearly a century and a half ago, the world as we knew it was turned upside down with the groundbreaking invention of the telephone. Originally designed to simply ease communication, the modern day telephone has become far more advanced than we could’ve ever once...

An Inside Look at the Role Agent Efficiency Plays on Customer Satisfaction

We’ve learned by now that the call center industry lives and breathes by customer satisfaction, which is rooted in the performance levels of its agents, serving as gatekeepers between the company and the customer. It goes without saying that inefficient call center agents produce...

Business Intelligence for the Call Center Industry – What You Need to Know

Business intelligence (BI) software has become an incredibly useful tool for many businesses across a variety of different markets. BI makes it possible for organizations to gain a leg up in their industry with access to a wealth of insightful data without the need...

How to Lean on Competitive Analytics to Improve Your Call Center

It’s no secret that data analysis is playing an increasing role in helping call centers work smarter, not harder. As competitive analytics is becoming a growing trend that delivers real-time intelligence through easy-to-navigate dashboards, the question becomes – how to gather, analyze and most...

Improving Your Customer Experience with Finely Tuned IVR Systems

Did you know that the average American spends more than 30 hours a year waiting to resolve customer service issues? In the grand scheme of things, that’s a lot of time and attention spent on hold and away from the million other things on...

Pulse Check – 4 Emerging Call Center Trends for 2015

As the contact center industry searches for new ways to improve efficiency while maximizing resources, it’s critical to keep a close ear to the ground for the latest in emerging trends. While not every technology or product debut will be worth integrating into your...

Top 3 Trends that are Driving Contact Center Efficiency

Within the world of contact centers, efficiency is everything. Excessive hold times and being re-directed from one agent to another are nothing short of a nightmare for customers. While these are two primary contributing factors towards call center inefficiency, it’s also important to shift...

Is your Contact Center Delivering the Best Possible Customer Experience? Here’s How You Can...

Since the vast majority of customers (86 percent) admit to ending business with companies based solely on poor customer service experiences, call center executives need to be able to nimbly measure and adjust the workload of their agents. And in the age of big...

Call Center Routing: A Win-Win for Caller and Agent

With the ultimate goal of ensuring customer happiness (and their repeat business), the root of call center success rests in agent productivity. The more productive an agent, the better he or she is able to service customers and enhance business operations. One way to...

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