What is the Active and Waiting Calls Metric?
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 the active waiting calls metric? Active and waiting calls is a metric that measures how well teams handle call volumes in real-time. It
In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible What is
Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I
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
Modern contact center software has many benefits. Cloud-based tools let you access data anywhere (enabling virtual contact center), integrate your systems with other tools, and
Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)
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
Customers now use a large and growing number of channels to communicate with businesses. In theory, anything that makes life easier for customers is a
In this post: Why are calls blocked? What do blocked calls mean for your contact center? What does that do to customer experience? How is
Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a