In this post: What is Business Intelligence? Business Intelligence (BI) is the process of using data to generate insights that influence your business strategy. It’s
In this post: What is Contact Center as a Service? Contact Center as a Service (CCaaS) refers to software packages that contain everything a business
Voice over Internet Protocol (VoIP) is an acronym that explains how to make and receive phone calls over the internet. Most professionals regard VoIP as
In this post: Call center interval reports are small “snapshots” of performance data measuring call center activity for any given period. Since call centers measure
In this post: · Why does Conformance Matter? · How to Calculate Conformance · Three Ways to Improve Conformance Rates Conformance measures
In this post: · Why do Contact Centers Measure Utilization? · How to Calculate Occupancy · How does Utilization Differ from Occupancy?
In this post: What is revenue per call? How to calculate revenue per call? How to use revenue per call How to improve revenue per
On any given day, call center traffic will fluctuate. Call volumes usually peak at the same time each day, which is referred to as “peak
In this post: What can be included in Platform as a Service? How would a call center use PaaS? How is PaaS different from IaaS
In this post: What is a private branch exchange? What does a PBX system do? What are the components of a private branch exchange? What
