- November 7, 2022
A.R.C.E.
Even if there are similar projects, there are many factors that influence finding individual approaches to them. One is the number of agents that should work on the project. After all, the correctly selected number of specialists affects the efficiency of work with clients and the agents’ motivation. So, what methods will help to determine […]
- October 31, 2022
- A.R.C.E.
Difficult situations with employees occur in any company, and the contact center is no exception to the rule. And as in any other profession, there are many nuances in the work of a contact center agent. To meet all project requirements and many standards, sometimes agents can perform various manipulations that affect the result of […]
- October 7, 2022
- A.R.C.E.
Targets help you identify your contact center’s strengths and weaknesses when interacting with customers on all of their calls. Indicators are divided into two categories — quantitative and qualitative. But each company chooses which of them to focus on. Accordingly, when measuring quantitative indicators, the main thing is numbers: the number of received calls, waiting […]
- September 27, 2022
- A.R.C.E.
Everyone who works with foreign clients, customers, and teams has faced communication problems. It’s not always about knowing the language, but about the intricacies of the culture of communication and behavior. However, many international companies have little understanding of how culture affects their work. And if agents know all the nuances of communication, it can […]