White Paper

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

Becoming An Omni Channel Pro

Becoming An Omni Channel Pro

Your agents can be outstanding at chatting with customers online and answering every phone call in their queue, but if they’re overwhelmed by a disjointed experience, your customer experience suffers. Simplify your agent desktop so that your agents can deliver better services. Don’t install new channels until and unless you have system in place to connect all the channels.

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Creating A Culture Of Accountability

Creating A Culture Of Accountability

Leaders must be role models of your desired culture. They must embrace your company’s servant purpose, values and behaviors, treating others with respect in every interaction. Employees scrutinize leaders’ behavior, and judge how well leaders demonstrate new rules, policies, behaviors, and practices - every minute.

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