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Author Archives: Gilles Beaulac, Co-Founder, CEO

How To Calculate Call Center Shrinkage

Call center managers are often at a loss regarding their contact center’s actual productivity and overall efficiency. The difference between the number of your agents available to handle customer’s queries against agents unavailable at a particular point in time is … Continue reading

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What Is Customer-Centric And Why Is It Important For Your Business

The heart of every business is its customers. Customer-centric is a policy in which businesses place the utmost value on customers’ needs and build and foster a good relationship. It aims to ensure a fulfilling event for customers and promote … Continue reading

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Top 6 Signs You Need to Upgrade to A Cloud-Based Call Center

Even if you are currently running a thriving call center, chances are you have heard of the urgency and importance of integrating a cloud-based software to it. Before we dive into the benefits this new technology could bring to your … Continue reading

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5 Top Call Center Reporting Practices

Most companies in the world today share the same goals. For all good reasons, company leaders understand the need to align their goals with the reporting strategy adopted by the organization. However, the task of communicating these strategies to the … Continue reading

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Top Trends in Business Intelligence for your Contact Center

What is Business Intelligence? Business Intelligence is a general term for a variety of tools that improve decision-making for companies and their management teams. Business intelligence (BI) involves a combination of business analytics, sophisticated data processing, data visualization, data tools, … Continue reading

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Top 10 Metrics to Calculate Call Center Agent Productivity

At the heart of any successful customer experience is an efficient and well-trained call center agent, which answers incoming calls timely, route them to the appropriate department or person, and otherwise enable an effective and quick solution to clients and … Continue reading

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Five Tips to Improve Your Call Center Reporting with TRE

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

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Ten Questions to Ask When Choosing Your Call Center Software

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

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Five Key Benefits of Using a Call Center Reporting Software

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

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Generate Call Center Reports: Our Reporting Requirements

Any good manager knows that it does not take hundreds of reports to run his business. But it does take the right ones. And these key reports need to evolve with the company. Fundamentally, there are 2 kinds of reports … Continue reading

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