After Call Work (ACW) in Call Centers: How to Measure and Reduce Times
Call centers are a vital component of the customer experience. Without them, customers and customer service operations lack direction.
Occupancy Call Center Fully Examined Plus Challenges, Solutions and How-To's
Managing a call center successfully means understanding numerous Key Performance Indicators (KPIs) and metrics. One of the most important performance metrics to track and optimize is called "occupancy."
9 Top Call Center Routing Strategies Plus Best Practices for the Best CX
What is Call Center Routing?
Call center routing is the process of directing customers' phone calls to call center personnel based on certain variables or parameters.
Average Handling Time: Fully Examining AHT for Any Help Desk
Customer service teams face constant pressure, with the need to balance speed with delivering a quality customer service experience every time. Try and rush a call, and customers feel like just a number, or unheard. Go too slow, and costs increase while customer satisfaction also drops.
How to Use & Implement Predictive Analytics in Your Contact Center: Transforming Support Performance
Operating a contact center has many challenges. Long wait times, low First Call Resolution (FCR) rates, and high agent turnover can all negatively impact your contact center's performance. With all that stacked against you, it can be hard to see a path forward. But what if we told you that you can use the data from the challenges you are experiencing now to predict how to avoid them in the future?
11 Key Contact Center Automation Trends: Future-Proofing Service Plus Challenges and How-To's
In today's economy, customers have endless choices. If you can't meet them on their terms, someone else will. Customer service has become the cornerstone of both acquisition and retention.
BPO vs. Call Center: The Differences and How to Choose the Right One
Business Process Outsourcing (BPO) and Call Centers are two of the most common outsourcing options for many mid-size and enterprise organizations.
BPO SLAs: How to Prevent and Resolve the Most Common Disputes
What is BPO: Business Process Outsourcing?
BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or more efficiently than your organization. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities, or lessen risks.
What Is Time To Resolution: How to Calculate and Reduce This Critical Customer Support Metric
In increasingly high-pressure business environments, customer support teams face unprecedented pressure to deliver fast, effective support while managing increasingly complex technical environments.
AI in Call Centers Fully Examined: The Benefits, The Real and the Hype, Plus How-To's
Call centers are the heartbeat of your customer service operation. Customer expectations are higher than ever. Quick answers aren't a nice-to-have anymore, they're non-negotiable.
1 2 3 4 ... 24 Older Entries
