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.

Read More
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.

Read More

Tech News

Guide To Be An Effective Manager

Guide To Be An Effective Manager

Stop me if you've heard this one before. A new team member joins your contact center. She is put through training and taught how to use her phone and your company CRM, how to de-escalate upset customers, and how to go through the necessary talking points on common calls. She is taught all about the products and services your company offers and how to overcome objections and answer customer questions. She graduates from training and is soon getting recognition for being a top performer.

Read More
Is Customer Service Really a Smooth Process

Is Customer Service Really a Smooth Process

Customer Experience (CX) is like a sandwich, where a perfect harmony of all the ingredients creates an enjoyable result. Customer Experience is the sum of all the interactions a customer has with your company. Many companies still use the terms Customer Service and Customer Experience interchangeably, but they mean very different things. Some companies believe Customer Service is responsible for Customer Experience, but excellent Customer Experience is a cross-functional initiative. Customer Service is just a piece of the overall Customer Experience, but it's an important piece.

Read More
Top