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.

Setting up a call center is task that involves a variety of areas. Knowing the key areas can help you save time and money.

In today's globalized and interconnected world, workforce diversity has emerged not just as a buzzword, but as a strategic imperative for organizations across various industries. This is particularly true in contact centers, where effective communication and understanding of diverse customer needs are paramount.

In today's fast-paced digital era, the integration of Artificial Intelligence (AI) into various industries is becoming increasingly prevalent, and call centers are no exception. AI has the potential to revolutionize customer handling, offering significant improvements in efficiency, accuracy, and customer satisfaction.