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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

Role-Play to Check Training Evaluations

Role-Play to Check Training Evaluations

Knowledge tests and assessments in which we ask learners to demonstrate what they have learned are two of the most straightforward methods to answer this question.But simple knowledge tests aren’t sufficient for every training scenario. When you’re preparing new hires to handle complex customer interactions, knowledge checks alone aren’t up to the task.

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Keys to Improve Contact Center Phone Coaching

Keys to Improve Contact Center Phone Coaching

One of the most difficult thing to do in life is to watch somebody else perform a task that you can do well. As a phone coach, you listen to reps handle calls less than perfectly. You see where they should have asked this question or used more empathy. You may feel the knee-jerk reaction to step in and do the job for them.

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