9 Features of The Best Call Center Software
February 17, 2022
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Call center software is a big investment. It’s not just money; a new platform takes time to set up and can radically change how you
Tag: call center
What is Revenue Per Call?
February 16, 2022
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In this post: What is revenue per call? How to calculate revenue per call? How to use revenue per call How to improve revenue per
How & Why Do Call Center Silos Cause Problems?
February 10, 2022
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In this post: What problems do call center silos create? What causes call center silos? How to solve the call center silo problem Imagine a
What is Peak Hour Traffic?
February 9, 2022
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On any given day, call center traffic will fluctuate. Call volumes usually peak at the same time each day, which is referred to as “peak
What is the Active and Waiting Calls Metric?
January 5, 2022
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What is the active waiting calls metric? Active and waiting calls is a metric that measures how well teams handle call volumes in real-time. It
What is Call Center Schedule Adherence?
November 17, 2021
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In this post: Why does schedule adherence matter? How is schedule adherence calculated? Four ways to manage and improve schedule adherence Call center schedule adherence
What is Call Center Coaching?
November 3, 2021
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Call center coaching is a quality management tool that offers agents feedback, examples, and performance assessments in order to improve their performance and wellbeing. When
What is a Knowledge Base? (And Why You Need One!)
October 21, 2021
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In this this post: What is a knowledge base? What features does knowledge base software have? What are the benefits of a knowledge base? Creating
What is an API?
October 20, 2021
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An API is an application programming interface. It allows two software applications to communicate with each other. You can think of an API as a
What is a Cloud Contact Center?
September 22, 2021
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A cloud contact center is a customer service operation that uses diverse software solutions to manage customer interactions. This is the main alternative to physical
