What is Call Transfer Rate?
Call Transfer Rate (CTR) is the percentage of total calls that are transferred from one agent to another agent or resource. The transfer may be
Call Transfer Rate (CTR) is the percentage of total calls that are transferred from one agent to another agent or resource. The transfer may be
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
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce
You can probably name a lot of reasons to connect your business phone service across different sites. But the big question of the day is
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
The automatic call distributor system is one of the oldest pieces of tech in the call center. Based on some of the customer service out
Customers want a personalized service that you can only offer with better call routing. So what are the obstacles, and how do you overcome them?
One of the most powerful tools in a contact center’s arsenal is the dialer. Not necessarily the dialer itself – that is just one component.
Automatic call distribution is the practice of directing incoming phone calls to available agents. This is handled by an Automated Call Distributor (ACD) which can
In this post: What is a dialer? A dialer is an automated system that places calls to customers, from an outbound call center or a