Call Center Quality Assurance: Everything You Need to Know

Woman in call center smiles as she talks into headset

Call center quality assurance (QA) is an important part of any organization’s customer service strategy. It requires evaluating the performance of call centers and agents, identifying areas for improvement, and providing feedback to ensure quality standards are met. Customer satisfaction is a major factor in the success of any business. To stay competitive, it’s essential […]

Automatic Call Distribution (ACD) Explained

Graphic representation of the automatic call distribution process.

We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies.     Here’s what ACD often sounds like: “Please hold… All our agents are assisting other callers” But what is ACD, or automatic call distribution, really? Let’s dive a little deeper into the meaning […]

6 Ways to Improve the Customer Experience in a Call Center

Woman sits at desk with earpiece on smiling and talking into phone

Call centers have a direct impact on how customers perceive your business. A customer’s experience in the call center is often the most important factor that determines whether they will be repeat customers. That’s why it’s so important to focus on how you can improve customer experience in your call center. In this article, we’ll […]

The Benefits of Quality Speech Analytic Software

As a call center, the experience offered to customers goes hand-in-hand with your mission’s success. A positive customer outlook can’t be achieved, however, without feedback and data. Luckily for Vaspian customers, the speech analytics software we offer can help to pinpoint areas of improvement and ensure customer satisfaction without the hassle of sifting through detailed […]

5 Tips for Coaching Call Center Employees

5 Tips for Coaching Call Center Employees

Many people who work in a call center have to learn on the job. After all, no one goes to school for “call centering,” and so what they didn’t learn from professors they now have to learn from you. Certain tools such as call recording, call monitoring, and speech analytics can help you and your […]

Everything You Need to Know About Skills-Based Routing

Everything You Need to Know About Skills-Based Routing

If you’re a call center, you likely be fielding hundreds of calls in a single day. Customers will be calling in with all sorts of problems and expecting the person on the other end of the phone to help. It’s why many call centers use call routing to control which incoming calls go to which […]

Top Trends that are Influencing Call Centers in 2018

Employees Using Cloud Based Communication at a Call Center

Clarity, reliability and functionality have always been key elements in the call center communication strategy. This year looks to add improved analytics, reporting, social media and more to the list. Call centers are beginning to utilize cloud-based communications to increase productivity and encourage collaboration. Although cloud-based communications have infiltrated many business’ communication strategies already, 2018 […]

Call Center Management: Speech Analytics will Save the Day. Here’s How.

Prior to the advent of speech analytics software, enterprises of all sizes had difficulty extracting information from phone interactions in their call centers. These companies had only three indicators to rely on for better content management of calls: energy, volume, and pitch. Within the last four to five years, the speech analytics market has experienced […]

Why Call Recording Will Benefit Your Business Long-Term

Why Call Recording Will Benefit Your Business Long-Term

A business should constantly be improving their services as well as their relationship with the public, and your company doesn’t need to make huge alternations in order to achieve these things, either. Sometimes the solution is as simple as a well-documented phone call. Often overlooked, call recording makes a great addition to any business across […]

Call Center Management Tips for a Stress Free Workplace

There’s no doubt about it – call center jobs can be stressful. Employees are tasked with finding solutions for customers for long hours every day, and some customers are irate, impatient and just plain rude. What’s more, call center employees are expected to remain calm, collected and professional at all times, never displaying a hint […]