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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

Lessons Pandemic Has Taught Us

Lessons Pandemic Has Taught Us

All of us were victim of pandemic last year. Almost everyone experienced work from home and many are still practicing that. Work from home, school from home is the new normal. It was both a challenge and a unique opportunity to invest in the lives of others –teammates and family – during an extraordinary time in our world.

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Becoming An Omni Channel Pro

Becoming An Omni Channel Pro

Your agents can be outstanding at chatting with customers online and answering every phone call in their queue, but if they’re overwhelmed by a disjointed experience, your customer experience suffers. Simplify your agent desktop so that your agents can deliver better services. Don’t install new channels until and unless you have system in place to connect all the channels.

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