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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

The Age Of Customer Entitlement

The Age Of Customer Entitlement

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for

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How Dynamic Routing Can Benefit Your Contact Center

How Dynamic Routing Can Benefit Your Contact Center

Despite the rise in popularity of other customer communication channels such as social media and live chat, contact centers are more essential than ever before. Voice chat is still one of the most popular ways for customers to contact a business, as speaking to a human agent is often the easiest way to resolve a query. While new solutions such as Interactive Voice Response (IVR) aim to make contact centers more efficient and cost-effective.

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