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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

Workforce Optimization

Workforce Optimization

Many customer contact organizations have implemented workforce optimization (WFO) as an operational strategy to improve the overall efficiency and performance of customer care professionals. However, call center solutions have evolved significantly over the past years.

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Is On-screen Clutter Getting in the Way of Good Customer Service?

Is On-screen Clutter Getting in the Way of Good Customer Service?

Automating business processes and providing a clearer view of what really matters certainly makes life easier in terms of delivering customer service. However, just as the advent of electronic communications failed to deliver on the promise of the paperless office, contact centers are still required to deal with online administration which is often a major barrier to delivering an exceptional customer experience (CX).

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