January 17, 2017
eZuce is pleased to announce the General Availability of uniteme and reachme 16.12.
We’re continuing to focus more on fixes and minor improvements in uniteme 16.12 as work ramps up on the next generation of code.
reachme however continues to see major enhancements since 16.08. With the 16.12 release we continue to improve and add to reports.
Do you have the tools you need to identify, monitor and analyze calls in your contact center?
In every contact center environment, there are bound to be customer complaints. Sometimes these are about a product, service or business process concern but sometimes they are about our contact center staff themselves.
A customer calls in with a complaint:
To measure KPI’s and track performance
In a recent blog, Why We Love KPI’s (And you should Too!), I discussed the importance of being able to measure Key Performance Indicators (KPIs) in your call center. The KPI’s provide supervisors with actionable and valuable call/agent data which can be used to help ensure agents are providing customers […]
Do you have the data you need to measure success in your call center?
I was once told by a contact center operations manager that “If you can’t measure it … it never happened.” On the surface, this feels like a drastic overstatement. But in the contact center environment, customer care and efficiency are of the […]