Dorottya Márton

Call recording can be a useful tool for any contact center operation. However, you need to make sure that the way you record is in compliance with local and international regulations. (...)

Most consumers are used to hearing or interacting with IVR messages and are not surprised when their call is answered by automatic voice response. While various forms of IVR systems have been in place since the 1990s, this does not mean that customer expectations are also the same. Confusing dialing options, robotic voices, distorted elevator… (...)

Call center agent positions can often be demanding, due to unusual working hours, long shifts, monotonous work, and angry customers. The combination of these factors often leads to agent burnout, bringing a lack of morale and productivity. Regular agent burnout can also lead to health-related issues, increasing sick leave, and can lead to high employee… (...)

VCC Live's marketing team asked the company's female staff to share their experiences in the professional opportunities that the IT sector has to offer.

Meet Ábel Hodász, the latest junior software developer at VCC Live and a proud graduate of Codecool, a Budapest-based programming school, offering programming and IT development courses for anyone wanting to reskill or upskill their professional lives. When did you begin to code? It’s difficult to remember my first line of code. I think it… (...)

VCC Live’s marketing team asked the company’s female staff to share their experiences in the professional opportunities that the IT sector has to offer.

VCC Live’s marketing team asked the company’s female staff to share their experiences in the professional opportunities that the IT sector has to offer.

Here are a few call center reporting best practices you need to leverage when tracking, analyzing, and presenting reports.