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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

Foster A Customer Centric Organization Culture

Foster A Customer Centric Organization Culture

All businesses exist for the same reason – customers. Despite this vital fact, many teams and organizations neglect the customer’s role in their operations and culture. Even if you offer the best products or services, if you don’t have a customer centric culture within your team or organization, your organization will not be as successful as it could be. Lacking customer centricity, the chances an organization leaps to new levels of success are slim.

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Revolution in Customer Service Landscape

Revolution in Customer Service Landscape

In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer.

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