
Average Speed of Answer in Call Centers: What It is and How to Improve It
Missed customer calls can lead to lost revenue and a weaker brand reputation. That’s why tracking ASA (Average Speed of ...

Customer Service vs. Customer Support: Key Differences
There is often confusion between customer service vs. customer support. Despite these subtle distinctions, both seek to optimize the value ...

What is Call Flow and Why is Call Center Call Flow Important?
Modern businesses and their customers are far different than what they were a decade ago. Today’s businesses strive to excel ...

6 Best VoIP for Call Center in 2025 And Reasons to choose
VoIP (Voice over Internet Protocol) is a rapidly evolving system that allows businesses to make phone calls and send messages ...

Call Center Reporting: A Comprehensive Guide
Imagine stepping into a buzzing call center as the new manager. Phones ring, agents chatter, and screens flicker with endless ...

What is Call Center Knowledge Base Software? [How To Create One]
For customer support reps it is usual to get overwhelmed by innumerable customer queries. In fact, 74% of service professionals ...

What If The Professor From Money Heist Answered The Phone On Your Next Call To A Contact Center?
( Source: giphy ) If Money Heist was a roller coaster, then Professor would be the rails that enabled the ...

What is Schedule Adherence? Best Practices of Schedule Adherence & how to improve it
When agents adhere to their schedule (login time, breaks, etc.), they will be able to handle more calls, thereby positively ...

Best 20 Customer Service Tips to Deliver Exceptional Customer
Years ago, people used to choose the product solely based on price and the company’s reputation. However, the scenario has ...

What is Call Center Shrinkage & Shrinkage Formula in BPO
Call center shrinkage is one of the key performance indicators in a call center that can help you improve customer ...

How To Calculate and Improve Occupancy in a Call Center?
Optimizing agent performance is essential in the fast-paced world of call centers, where customer service is paramount. To achieve this, ...

Average Handling Time in Call Center Meaning, Formulas & Tips to Improve
Average Handling Time (AHT) is critical for call centers as it measures the efficiency of customer interactions. It measures the ...

Mastering Call Center Campaigns: Tips and Best Practices
Calls have always been a preferred method for customer support. Effective call center campaigns are of utmost importance for your ...

What Is Workforce Management(WFM)? A Complete Guide
Workforce Management (WFM) is the process by which managers can strategically optimize the workplace productivity of the employees to ensure ...

Difference Between BPO and Call Center Operations [BPO vs Call Center]
There is a common misconception that a Call Center and BPO (Business Processing Outsourcing) are the ...

9 Proven Strategies on How To Get Clients for Call Centers
Customer expectations have risen in an era defined by digital advancements, frequently leading to dissatisfaction with ...

Call Center Monitoring: Best Practices & 6 Providers
Call centers play a crucial role in determining business success, and a study shows that more ...

Cloud Call Center Software – Features, Benefits & Top Providers
Timely and efficient communication plays a crucial role in the success of modern businesses. It not ...