Ytel Blog

Common Performance Metrics for Agents (Part 2...

By Alex Treichler, Ytel  |  

Commonly used metrics in the call center will help managers and owners determine who the successful agents are, where the weaknesses lie, and what needs to be improved upon. There ...

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Why You Should Text Your Customers

By Gino Aielli, Drips  |  

When it comes to communicating with customers, you should be putting their wants and needs before your own. The numbers show that text messages are consistently being opened, read,...

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Select Key Metrics to Manage Agents: Part 1

By Alex Treichler, Ytel  |  

Arguably the most important part of running and maintaining a successful call center are employing agents and having attainable goals for these agents to work towards. In the first...

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The Contact Partners at LeadsCon 2017

By Nick Newsom, Ytel  |  

This year at LeadsCon, Ytel flipped the script! Instead of having a big, beautiful booth to ourselves, we decided to join forces with some of our partners to take the show to the n...

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The Optimized Call Center Environment

By Call Criteria, a Ytel Content Partner  |  

What are the key components of a successful business call center environment? We’ve broken it down to 3 key components… outsourcing vs. in-house call centers, quality assurance (QA...

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7 QA Techniques Every Call Center Should Impl...

By Brian Keep, Ytel  |  

Does your call center have QA policies and procedures already in place? If not, now is the time to implement some. We're sharing some key suggestions of a few different techniques ...

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Call Center Obstacles & How to Resolve Them

By Anomaly Squared, Ytel Content Partner  |  

In the call center environment, there are so many moving parts. From agents and managing shifts to keeping customers happy, ensuring technology is constantly updated, and of course...

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Key Customer Service Trends & Metrics for 201...

By Brian Keep, Ytel  |  

LiveChat recently published an insightful report on customer service metrics that are taking 2017 by storm and shared why businesses should be adapting to said trends if they haven...

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Power Through Your Day as a Success Manager

By Vanny Uat, Ytel  |  

Ever wondered what a day in the life of a customer success manager looks like? With trainings, new products to learn, projects to manage, troubleshooting and much more... balance i...

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5 Reasons Live Chat is Crucial for Business

By Tyler Holliday, Ytel  |  

Live chat is truly the untapped potential for businesses to drill in on customer insights, wants and needs to win the sale, simply by offering a 24/7 channel for leads and customer...

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