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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

The Potential Benefits Of Real-Time Support

The Potential Benefits Of Real-Time Support

Despite the growing success of customer support divisions, keeping up with consumer demand has never been greater. Today, would leave a brand without warning if they received poor treatment. The stakes are high. As the mounting pressure to attract and retain customers keeps leaders up at night, customer experience (CX) teams increasingly lean on technology advancements and digital-first tools to improve service interactions, with real-time support at the center of these adoption efforts.

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The Most Important Metric At The Contact Center

The Most Important Metric At The Contact Center

No matter how much everyone wants to see the big picture of customer service, each team has a metric that they tend to use as a north star for their business. The "most important" metric question will always be subjective, based on the strategic priorities, goals, and initiatives unique to an organization's contact center. It's challenging to pinpoint a single metric for the entire industry, but given the current climate, two come to mind.

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