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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

Onboarding The Right Agents

Onboarding The Right Agents

Success starts with hiring the right people. People who see and respect your vision. Businesses today are facing a lot of challenges both internal and external, contact centers too. External includes the unstable and economic conditions, the horrific COVID while internal challenges may include consumer call avoidance behavior, rising agent attrition rates, declining productivity, and difficulty hitting targets.

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Resisting Technology Temptation In An Age of Innovation

Resisting Technology Temptation In An Age of Innovation

Technology is evolving and iteratively improving every day. Today's contact centers have amazing capabilities that we could have only dreamed of a few years ago, spurred on by solution providers who have made it easier than ever to bring the bleeding-edge right to your office. While it's thrilling to contemplate how we can employ new technologies, these tips may help you find balance and direct organizational energy where it will do the best for your contact center.

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