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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

Will Machine Learning Make You a Better Manager?

Will Machine Learning Make You a Better Manager?

Big data, artificial intelligence, Internet of Things. These technologies have taken their shares of the headlines the past few years, but now machine learning is the buzz.

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Switching mindsets for productive change

Switching mindsets for productive change

Today we’re operating in a business world where what’s always worked no longer applies. The environment is more complex, more unpredictable and constantly evolving. The challenges of managing change have led to a wide variety of change management models, methods and systems.

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