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

The contact center industry is advancing rapidly due to technological changes and customer expectations. Artificial intelligence, cloud-based platforms, and omnichannel ...

Businesses always look for ways to increase productivity and focus on their core skills. A strategy increasingly popular today is ...

In today’s fast-changing business environment, exceptional customer experiences are vital. The contact center industry reflects this, with the global market ...

Call centers are integral to modern businesses, facilitating customer interactions, support, and sales. Selecting the right type of call center ...

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

One perpetual ambition of call centers is to increase their revenues and profits. One solution is to optimize their call ...

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 ...

Call centers, which act as focal points for client connection, are essential to the contemporary business landscape. They are essential ...

In the past, call centers called for significant investments in technology, software, and extensive maintenance, restricting agents to physical offices ...

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

Call center workers know just how frustrating it can be not to be able to retrieve the relevant information while ...

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

One of the toughest aspects of being a call center agent is coping with customers expressing anger or frustration. Research ...

Managing a call center effectively requires balancing multiple elements: agent training, quality assurance, and performance analysis. You also have to ...

Operating a call center without routinely evaluating call center KPIs or call center metrics is similar to driving a car ...

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

Call center agents are the initial point of contact between a business and its clients. 96% of consumers cite customer ...

Customer experience has become a priority for every company. Almost 46% of companies say that customer experience is their top ...

Providing excellent customer service is crucial for any business, and call centers play a pivotal role as the frontline in ...

Achieving better customer satisfaction is the ultimate goal of the call center industry. Better customer satisfaction facilitates strong customer relationships ...

Even though there are several customer service channels available (live chat, email, social media, etc.), the phone is still 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 ...

Workforce planning in a call center is about having the right people focusing on key business goals and working productively ...

To run your call center successfully, you will have to do more than provide your agents with a script. It ...

Running a call center successfully is all about getting the numbers right. However, it could be difficult for new and ...

With the continuous evolution of technologies across industries, it is necessary to keep up with the latest trends and updates ...

In today's world, businesses cannot afford to deliver poor customer service on first call resolution - this results in poor ...

Simplify your phone communication with a cost-effective, secure, and reliable virtual phone solution. Are you planning to scale your call ...

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

Providing exceptional customer service is no longer just an added perk - it's an expectation that can make or break ...

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

Digital communication methods, such as live chat, website self-service, email, and social media, are quickly gaining popularity. However, 92% of ...

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 ...

Retaining your valued customers is not easy in the current competitive business arena. If you are not at the top ...

As customers, we constantly want to get in touch with organizations to receive quick support. So, what measures exactly do ...