White Paper

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

AI and Human Intelligence

AI and Human Intelligence

Technology has not only come a long way, it has developed in a way that can mimic human behavior and responses, and create a huge advantage for busy call centers.

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SMART goals are not so smart

SMART goals are not so smart

SMART is a best practice framework for setting goals. The acronym stands for specific, measurable, achievable, results-focused and time-bound. But, like all things this has a drawback too. To find out more, click on the button below

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