Want to know if your outbound call center is achieving the right results – increasing sales, generating leads, and improving customer satisfaction through proactive service? There’s only one way to find out – you need to track the right outbound call center metrics.

This year, Ignite returned to Chicago for the first time since 2015, and that meant an even bigger venue, more days of content, and much better pizza!

Nobody likes waiting in a queue. Waiting in a call center queue can be just as frustrating as waiting in line at a store.

My interview process here was memorable. It was cold and rainy, and I was wrecked with nerves. When I got to the boardroom, the nerves only got worse – seeing Laura, plus three new intimidating figures, all for my first in-person interview. However, they were all very welcoming.

The contact center is a high-pressure environment, particularly now that customers expect faster, more personalized, and more strategic support from every company. In this space, maintaining high levels of employee engagement is crucial to preserving productivity and customer satisfaction.

Modern contact centers are moving through a period of significant transformation, thanks to evolving customer expectations and the rise of new technologies.

On Wednesday, October 30th, ComputerTalk hosted our latest Slice of ice webinar on mastering the evaluations tool. During this webinar, our Training & Documentation specialist, Diane Vasquez, outlined how to leverage your evaluation tool.