Feb 8, 2022The use of NLP to Improve agent performanceCall centers play a crucial role in many businesses, as they are often the first point of contact for customers. Ensuring that agents are...
Jan 25, 2022Average Talk Time in Lead GenerationCall center average talk time, also known as average handle time (AHT), is a measure of how long agents spend on each call. This metric...
Dec 14, 2021Rising levels of call centre staff being abused and even stalkedWith the approach of Christmas, the levels of staff abuse, including stalking, are rising says Chris Pitt of First Direct. Front-line...
Dec 3, 2021Christmas is almost upon usThis has been an exceptional year of growth for XL Marketing and our hard-working staff are getting into the seasonal spirit. A major...