Contact center systems provide tremendous amounts of data about the agent’s performance, the call’s flow, and the caller’s experience. However, it’s often difficult to sift the mountains of data into just the key metrics that we need. So contact centers … Continue reading
Updated May 2020. Setting up a call center is not always straightforward. There is a vast selection of call center reporting software, including hosted or cloud call center solutions and premises-based solutions, and you will need to do a little … Continue reading
Updated January 2020. Keeping a standard for your call center is never too easy. You need to manage things properly to maintain them because managing a call center is crucial to reach out to your targeted audience. If you are … Continue reading
Call centers are a unique type of industry with specific challenges and needs. High caller volumes require a full complement of agents, but when are the high demand periods? Difficult customers and occasionally abusive callers can create a great deal … Continue reading
What is customer-centric? Customer-centric is a business approach driven by the idea that the needs of customers come first. The ultimate goal of the approach is to cultivate long-term solid relationships that lead to better business. But it’s easier said … Continue reading
If you’ve been struggling to improve the efficiency of your call center to no avail, don’t despair. We know how monumental this task might feel, and it’s not hard to understand why. With so many loose ends and puzzle pieces … Continue reading