You already track your team’s performance. But every so often you should do yourself a big favor and shake up the call center KPIs your
Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite
In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
In this post: What is a BPO call center? Are outsourced teams as effective? What services do BPOs offer? How to choose a great BPO
Employee turnover in customer service is a major challenge. And call center agents have a higher average voluntary turnover rate than any other job role.
Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR)
True story: I was about to start an 18-hour multi-transfer plane journey when I noticed a suspicious transaction on my banking app. I contacted the
Every call that a contact center agent handles leaves them with tasks to perform once the call ends. The time spent on those tasks is
Post summary: Ticketing is no longer optional – it’s a must for any inbound call center A little automation goes a long way, making Helpdesks
In this post: What is conversational IVR? Conversational IVR services – why now? How conversational IVR ‘solves’ IVR Why modern IVR systems perform better What
