Call Center

Call center BPO QA – How to Create an Accurate and Useful Call Center Quality Monitoring Scorecard? Pro Tips

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

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 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 […]

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 Uncategorized

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. […]


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