Team Lead, Support QA and Development
Check out this guide to call center quality assurance from a CS leader. Learn how to build a framework, metrics to track, and QA best practices to stay on track
Team Lead, Support QA and Development
Quality monitoring in a call center is vital for optimizing customer experience, agent training, and more. Check out a supervisor's best practices for effective QM
Team Lead, Support QA and Development
Understanding how to analyze the customer experience is essential. LEARN MORE about how to use CX analytics with tips from our Support supervisors. >>>
Team Lead, Support QA and Development
Call center shrinkage is a measure of the proportion of your call center's resources that isn't used on calls. In short, how long agents spend NOT on the phone.
Team Lead, Support QA and Development
A call center dashboard gives you an overview of operations. Learn the key metrics it can show and how to best use the insights to optimize performance
Team Lead, Support QA and Development
Your occupancy call center KPI is a critical metric for agent and customer satisfaction. Learn how to optimize contact center occupancy with Dialpad!
Team Lead, Support QA and Development
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Want to reduce average handle time at your contact center? Our own Contact Center Supervisor shares her best tips to help agents reduce AHT.
Team Lead, Support QA and Development
