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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

The Ultimate Guide To Customer Retention

The Ultimate Guide To Customer Retention

Companies today often spend so much time and focus on trying to acquire new customers, that they forget about their existing ones. Customer retention is how effective your business is at keeping hold of customers.

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Elevate Your Quality Program

Elevate Your Quality Program

Quality assurance programs can play a strategic role in helping leaders achieve these goals, but in many organizations, they haven’t yet begun to make an impact. Quality leaders, however, have an opportunity to buck the trend. They can create a quality program – or elevate an existing one – that has a lasting impact on customers, agents and the overall organization.

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