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

Revolution in Customer Service Landscape

Revolution in Customer Service Landscape

In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer.

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Tips on how to Lead, Coach, And Train your Remote Team

Tips on how to Lead, Coach, And Train your Remote Team

Over the past few months, organizations have had to figure out how to adapt to a remote work environment. Managers were faced with unique barriers to how things were usually done.

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