There are plenty of ways to keep a watchful eye on your business’s success. Customer Lifetime Value (CLV) is among the most valuable for two
First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds
I went to the landing page for the Call and Contact Center Expo and the first thing I saw was footage from last year. It
In this post: What is an inbound call center? Key metrics for inbound call centers Three skills the best call centers have Your free guide
Post summary: Practically every call center uses CRM software, but few get the most from it Well-integrated CRM is the cornerstone of the most revolutionary
Call deflection is nothing new. You’ve probably been thinking about it… forever. But perhaps it’s become a bigger issue recently? Your contact center can handle
What does IVR stand for? IVR stands for Interactive Voice Response. It’s a customer service system that callers can interact with, either by speaking to
I recently had to remind a person under 25 that I grew up without a cell phone. There was only a landline and it didn’t
Your contact center – no matter how large – has a place in the cloud. Sure, it can be daunting to make the leap. It’s
Everyone wants to move services to the cloud. It’s a cloud bonanza. And it’s cloud-based ACD systems which offer some of the biggest gains for