A good team will benchmark its performance based on statistics—and this rings especially true the key metrics associated with call centers. By familiarizing yourself with stats around support handle times, resolution rates, and more, you’ll be equipped to make tangible improvement across your company’s entire customer support system. 1. Most … 7 Call Center Read more about 7 Call Center Stats That’ll Change How You Run Your Team[…]
In this episode, Wharton experts speak with Ethan Strauss, sports writer and creator of House of Strauss.…Read More Source: Knowledge @ Wharton Sports Streaming & Macro Trends
ASR (Automatic Speech Recognition) allows us to interact with devices, such as smartphones and smart home assistants, using our voice. In call centers, ASR helps customers interact with automated systems and self-service menus without the need of a human operator. This technology is useful for call centers because it can … 7 Unexpected Things Read more about 7 Unexpected Things You Can Do With Call Center ASR[…]
Global trade patterns are reconfiguring. More shifts are likely and businesses need to be aware of the potential trade-offs of different paths ahead. Source: McKinsey Geopolitics and the geometry of global trade
Investments addressing the women’s health gap could add years to life and life to years—and potentially boost the global economy by $1 trillion annually by 2040. Source: McKinsey Closing the women’s health gap: A trillion opportunity to improve lives and economies
Traditional delivery models may soon be history, as firms of all stripes broaden both their offerings and their target client and adviser segments. The competition will be intense. Source: McKinsey US wealth management: Amid market turbulence, an industry converges
Prakashim Moodliar explains how Anglo American Platinum considers its community impact as it works to achieve its carbon-neutral goals. Source: McKinsey Platinum-group metals greening the future: An interview with Prakashim Moodliar
AmplifAI is perhaps one of the most fruitful outworkings of the modern AI era. It’s a cutting-edge software that uses AI to improve the internal efficiency and performance of your business’s teams, saving time, reducing costs, and increasing profits down the line. By integrating with your existing software setup, AmplifAI … AmplifAI Review Read Read more about AmplifAI Review[…]
A good ol’ fashioned disaster can take your call center offline and do long-term damage at any point—so it’s good to have a solid recovery plan in place. First, you should make a list of all your risks and their potential impacts, and then you can define your objectives and … Plan For Call Read more about Plan For Call Center Disaster Recovery in 8 Hours or Less[…]
Professor Michael Parke discusses self-management in a post-pandemic workplace.…Read More Source: Knowledge @ Wharton Time Management Hacks for Hybrid Workers | Michael Parke