Learn how to calculate average handle time for calls and find out what it really means for your call center (and what it doesn’t mean). What is average handle time? How do you calculate average handle time? How important is it, even? These are questions that...
Call center monitoring might be common, but are you taking advantage of its potential as a powerful tool for success? This call may be monitored for quality assurance and training purposes. Anyone who’s been on the phone with any kind of call center has heard...
What is the key to success in a call center? You may not need to look very far to find it. What is the key to success in a call center? It’s the question every call center manager wants the answer to. Success can feel elusive, like trying to get tickets to see...
While it’s inexperience that often results in the weaknesses of a call center agent, experienced agents can usually find similar areas for improvement. When we think about some of the typical weaknesses of a call center agent, they’re usually issues that...
Cold call recordings could be the secret to the best sales team you’ve ever had. Here are six tips for getting the most from them. Phone sales is an art. It’s also a science. You can learn a lot from the data you collect around sales calls. There’s...
There are dozens of cold call metrics you could explore. Here are the three that actually make a difference to your business. Whether you’re running a large call center or you’re an independent insurance agency, you want to make the most of your calls. One...
