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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

Tips to Delight Customers And Avoid Detractors

Tips to Delight Customers And Avoid Detractors

Social media has a tremendous power to create legions of brand advocates or destroy all good will, seemingly overnight. This means contact centers need to get customer interactions right not just the first time, but every time. As consumer expectations increase and competition intensifies, the contact center’s margin for error shrinks.

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Breaking Down Silos In Call Centers

Breaking Down Silos In Call Centers

Within many organizations, barriers to both resources and information exist. Unfortunately, when it comes to the contact center, these walls not only impede the progress of team members but also limit the customer experience. Sometimes there is vital information hidden behind a curtain that only a select few can access.

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