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How to Use First Call Resolution (FCR) Metric in Call Center Process: A Brief Guide

Standard SLAs such as number of calls answered and abandoned, average talk time, average conversion time and average speed of answer are all essential considerations [...]

By |2020-04-21T08:43:05-05:00September 24th, 2015|Comments Off on How to Use First Call Resolution (FCR) Metric in Call Center Process: A Brief Guide

Real-time Speech Analytics: Optimizing Debt Collection Agents

Every industry has its own compliances that are there to protect consumers by ensuring organizations operate in the right way, and the story is no [...]

By |2019-03-29T16:37:17-05:00September 21st, 2015|Comments Off on Real-time Speech Analytics: Optimizing Debt Collection Agents

Selling over the Phone: 4 Tips for Building the Relationship

  Creating meaningful customer relationships by selling over the phone does not come naturally for most people, but making the effort can be a night [...]

By |2019-03-29T16:37:17-05:00September 16th, 2015|Comments Off on Selling over the Phone: 4 Tips for Building the Relationship