Noisy Agents

On November 9, 2023

In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company. Here are some reasons why identifying and monitoring noisy agents is important: Customer experience (CX): The […]

Noise in multilingual call centers

On July 29, 2022

Some of the call centers provide service in more than one language. This happens in countries that have more than a single formal language or in call centers that provide offshore BPO service to many countries. In these call centers calls are conducted in parallel in many languages. In this post we will not discuss […]

Cancelling the voice of the supervisor

On July 24, 2022

Contact centers are noisy locations and suffer from significant ambient noise. One of the most noisy locations in the call center is the cubic of the supervisors (a.k.a the team leaders). What exactly happens in the supervisor’s cubic that causes so much noise? In many cases the supervisor is not on a call but has […]