Call center managers are often at a loss regarding their contact center’s actual productivity and overall efficiency.

The difference between the number of your agents available to handle customer’s queries against agents unavailable at a particular point in time is known as shrinkage.

Lowering your shrinkage is very important to enhance productivity in your contact center.

You can learn how to calculate and control shrinkage as you read on.

Call center shrinkage is the number of agents busily responding to customers’ calls divided by the number of agents who are not present at that exact point in time.

Assuming you have 50 call agents in your call center to deal with call requests.

The call center shrinkage is the difference between the number of agents available to take calls against the number of agents attending meetings or training, on breaks, or calling out sick.

Calculating the shrinkage with a shrinkage calculator helps you know the number of agents available to receive customer calls at a particular point in time.

Managing your call center is beyond having staff to handle calls at every point.

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The heart of every business is its customers. Customer-centric is a policy in which businesses place the utmost value on customers’ needs and build and foster a good relationship. It aims to ensure a fulfilling event for customers and promote a long-lasting relationship between customers’ business owners.

Businesses thrive due to customer’s patronage, and continuous patronage depends on their satisfaction. Incorporating Customer Relationship Management (CRM) with deliberate customer-centric measures provides you with vital information that you may need to understand the customer’s needs and how you can please them.

You can gather accurate data with the help of reporting software that may be beneficial to you. The collection of customers’ data cannot be overemphasized as it serves as the foundation for customer analytics. Some of the importance of the collection of customers data includes :

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Even if you are currently running a thriving call center, chances are you have heard of the urgency and importance of integrating a cloud-based software to it.

Before we dive into the benefits this new technology could bring to your business, let’s first answer the simple question:

What is a Cloud-Based Software?

Simply put, cloud-based software is a giant infrastructure of software that uses applications to help you accomplish different tasks and duties.

These are the tasks that develop as a consequence of you running a successful business. You do not need much to log into the cloud.

All you need is a mobile device or laptop, and a steady Internet connection, and you are good to go.

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Most companies in the world today share the same goals.

For all good reasons, company leaders understand the need to align their goals with the
reporting strategy adopted by the organization.

However, the task of communicating these strategies to the call centers is a daunting task.

Improvement in technology, rise in demands, and many other reasons account for most call
centers’ lousy reputation.

Although it is not entirely the business fault, the approach to business and customer
relationships has seen a dramatic change.

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What is Business Intelligence?

Business Intelligence is a general term for a variety of tools that improve decision-making for companies and their management teams.

Business intelligence (BI) involves a combination of business analytics, sophisticated data processing, data visualization, data tools, and infrastructure, using the best practices to facilitation organizational decision making.

A sound BI system will allow you to view your organization’s data in a timely and comprehensive manner.

A BI platform helps you identify inefficient practices, and changes in market supply or demand quickly and easily.

You must be able to use the data to make the necessary changes to your organizational structure or practices.

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At the heart of any successful customer experience is an efficient and well-trained call center agent, which answers incoming calls timely, route them to the appropriate department or person, and otherwise enable an effective and quick solution to clients and customers’ calls.

According to a report, 97 percent of consumers globally say customer service experience influence their buying decisions and brand loyalty.

The job is more than just answering calls; it involves establishing customer relationships based on satisfaction and value.

Setting metrics allows a call center to know it is delivering high-quality service consistently.

The right key performance indicators (KPIs) or metrics helps a business to measure specific capacities effectively.

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