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
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: Why balancing AHT and service matters What is AHT? 14 tips to cut Average Handling Time #1 Improve your call routing #2
Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way
When you ask people what influences their choice of brand, one factor always comes out on top: customer service. As the front line between your company
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)
Virtual assistants have brought conversational AI from science fiction into our homes and pockets. Most of us now have experience with the technology, and many
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
All e-commerce store owners want to provide outstanding service to their customers. But it’s hard to get anything done when answering requests takes up most