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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

Agent Title Needs To Go Away

Agent Title Needs To Go Away

Customers are the center for any organization, every organization is built to serve its customer and each employee is serving its customer directly or indirectly. Organizations that are customer centric also need right tools and guidance. When employees are treated well and given proper guidance and tools, they can help reduce costs, boost revenue, influence customers, and build a brand’s image.

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Evaluate Your Communications Center’s Mission Statement

Evaluate Your Communications Center’s Mission Statement

Being in the communication center industry, you cannot observe the same routine daily. Each day is different from other you cannot have the same day twice, but it does not mean that we cannot do planning. Having strong planning helps you to determine your goal, you can start strong, and you can effectively and efficiently work when the problem arises.

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