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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

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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Empower Your Workforce To Fix Things For Customers

Empower Your Workforce To Fix Things For Customers

Real-time management is often viewed as a matter of responding to workload quantities. What’s often missed in these discussions is how to respond to the nature of the workload. If it’s heavy, there usually are underlying issues driving it. You can throw all the resources at it that you want, but if your organization isn’t prepared to handle the content of the work, it’s going to be a struggle for customers and employees.

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