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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

Clone your best employees

Clone your best employees

As routine customer service queries are increasingly handled by self-service systems, requests coming into the contact center are becoming more complex. The question arises, how can customer service organizations maintain service effectiveness and efficiency? The answer to this lies in this issue.

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