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
In this post: Why must contact centers measure ASA? How to measure the average speed of answer Long average speed of answer explained How to
“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold
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
2020 is speeding by – and it hasn’t been easy for anyone. So what does success look like in a year when the rules went
What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services…
Getting too many calls is one of the biggest threats to the contact center. Very high call volume damages customer experience, puts strain on agents
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact
An API is an ‘Application Programming Interface’. Its purpose is to move data between different resources, letting those resources ‘talk’ to each other. APIs are
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call