Missed customer calls can lead to lost revenue and a weaker brand reputation. That’s why tracking ASA (Average Speed of ...

There is often confusion between customer service vs. customer support. Despite these subtle distinctions, both seek to optimize the value ...

Modern businesses and their customers are far different than what they were a decade ago. Today’s businesses strive to excel ...

VoIP (Voice over Internet Protocol) is a rapidly evolving system that allows businesses to make phone calls and send messages ...

Imagine stepping into a buzzing call center as the new manager. Phones ring, agents chatter, and screens flicker with endless ...

For customer support reps it is usual to get overwhelmed by innumerable customer queries. In fact, 74% of service professionals ...

( Source: giphy ) If Money Heist was a roller coaster, then Professor would be the rails that enabled the ...

When agents adhere to their schedule (login time, breaks, etc.), they will be able to handle more calls, thereby positively ...

Years ago, people used to choose the product solely based on price and the company’s reputation. However, the scenario has ...

Call center shrinkage is one of the key performance indicators in a call center that can help you improve customer ...

Optimizing agent performance is essential in the fast-paced world of call centers, where customer service is paramount. To achieve this, ...

Average Handling Time (AHT) is critical for call centers as it measures the efficiency of customer interactions. It measures the ...

Calls have always been a preferred method for customer support. Effective call center campaigns are of utmost importance for your ...

Workforce Management (WFM) is the process by which managers can strategically optimize the workplace productivity of the employees to ensure ...