Call Center

Global Standard

15 Important Inbound Call Center Metrics You Should Track Today An inbound call centre acts as the link between the customer and the company by handling incoming live calls for customer service. That’s why it’s necessary to ensure that your call centre agents perform well on all calls.  A good way to do this is […]

Call Center

Call center features/call center monitoring

What Is Call Center Quality Monitoring Software? Call center monitoring and management software is a set of tools designed to help call center managers enhance the performance of agent teams and therefore improve customer experience. Such solutions include various management features for call center quality assurance and monitoring performance of each individual agent. Nexgies Cloud […]

Call Center Startup

NPS, CSAT and CES-Customer Satisfaction Metrics to Track

For every complaint you receive, there are approximately 26 customers who are unhappy with your company, but choose to say nothing. Those are the clients you will most likely lose if you don’t take proper action. Besides just losing clients and revenue, low customer satisfaction levels can also harm your brand’s image – especially if certain customer complaints go viral online. […]

Call Center

8 metrics to measure customer satisfaction customer service

Non-price aspects of customer experience scoring are constantly gaining higher relevance. The heart of the matter is simple: measuring customer satisfaction allows you to better understand the demand, find out what your customers like most, and find the areas for improvement.  But how can you understand what your customers feel and improve customer experience? The […]


OTP Troubles? Here’s Why You May Not Be Receiving Important SMS Messages Today

Massive disruption in SMS service as telcos implement new regulations to curb SMS fraud, is causing OTP problems Several users are facing issues in receiving one-time passwords (OTP) through SMS today from banks, e-commerce and other companies due to a massive disruption in SMS services. This is an industry-wide issue affecting everything from CoWIN registration […]


SMS Rules

The Telecom Regulatory Authority of India (Trai) on Tuesday suspended new rules to check spam messages after their adoption beginning Monday sparked chaos. Several banks rushed to the regulator after failure in generating SMSes and one-time passwords (OTPs) affected services such as net banking, Aadhaar-enabled transactions, credit card payments, railway ticket bookings and vaccine registrations. […]

Call Center

Call center metrics

Call Center Metrics and KPIs to Measure Performance and Productivity Get to know on specific metrics and how you can apply them in our contact center platform. What does metrics mean in a call center? Call center metrics gauge the overall effectiveness of customer service teams. Many aspects of call centers use metrics to measure […]

Call Center

Call Center Operations

Interested in call centers operations? Efficient call center services are vital for building a loyal and satisfied customer base. This is important because happy customers lead to an enhanced company image and brand loyalty. However, call centre operations are complex and time-sensitive.  It requires strategic planning to keep your contact center running smoothly and profitably. In this article, we […]

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