White Paper

Call center parameters  & their calculations

Call center parameters & their calculations

How do you calculate the service level at your contact center? Do you divide by the number of answered calls, the number of calls offered (Answered plus Abandoned), or those that are answered and those that abandon after some set threshold? Options, options, options.

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All about today's contact center

All about today's contact center

Setting up a call center is task that involves a variety of areas. Knowing the key areas can help you save time and money.

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Tech News

Emerging New Trends In Customer Service

Emerging New Trends In Customer Service

Finally, the year of most disruption, upheaval and uncertainty is over. This year has brought a new perspective on how business could be done. For contact centers too, it was a year of unprecedented change and acceleration, providing an industry-wide reset to reflect, reassess, and rethink the way business is done.

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Add Video To Take Your Customer Service To The Next Level

Add Video To Take Your Customer Service To The Next Level

Remote is the new normal. Through programs such as Skype, WhatsApp and FaceTime, customers have enjoyed the benefits of using video chat in their personal lives. Naturally, it was only a matter of time before they expected the same from their customer service experiences.

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