What is Expected Wait Time? (EWT)
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
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
Call line identification is the ability of a person receiving a call to view the telephone number of the caller. At one point, this was
Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Want more articles
Find out everything you need to know about Business Continuity Planning. Prepare for every eventuality!
In this post: What is Business Process Outsourcing? Why use a BPO? Key BPO benefits Key BPO risks Should you use a BPO? What is
In this post: What is an application service provider? How does an ASP work? Is an ASP the same as SaaS? Pros of ASP Cons
Congratulations! You’ve just gained a new customer. Now you’ve done the hard part of encouraging someone to sign up for your product, it’s time to
The Customer Lifetime Value of a client is the amount of profit they generate for your businesses in their entire time as a client. CLV
Call abandonment happens when a customer hangs up before speaking to an agent. This may happen for a variety of reasons and it’s a contact
In a blended contact center, agents can take incoming calls and make outgoing calls as well. That’s different from an inbound contact center which focuses