Uma das tarefas que mais tomam tempo no dia-a-dia dos call centers são os diversos treinamentos que acontecem nas operações, não é mesmo? E como facilitar o processo de treinamento e coaching das operações no Call Center? Com uma variedade enorme de clientes, produtos e serviços, a rotina de treinamentos pode se tornar extremamente cansativa […]
The use of speech analytics in call centers is increasing but many people are still wondering whether to use it or not. For those who do not know it yet, speech analytics is nothing more than an automated way of analyzing the content of the calls. In the case of voice calls, the recordings must […]
Understand once for all the importance of monitoring in a call center, to get productivity gains from the team and also financial returns… Usually monitoring is not seen with “good eyes” by the companies and its employes, isn’t it? Like any others, companies have commercial interests and then, they must have profit in their activities, […]