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 competitive market, exceptional customer service can set a business apart from its rivals. One of the most effective ways to enhance service quality is by recognizing and promoting star contact center agents. These standout employees are the backbone of a customer-centric organization, and leveraging their talents not only boosts morale but also improves overall performance.

In today’s fast-paced and demanding work environments, the mental health and well-being of employees have become critical concerns for organizations. Workplace psychological therapy is emerging as a vital component of comprehensive employee wellness programs, offering support to manage stress, improve mental health, and enhance overall productivity.