Why do people hate call queues? Answers from psychology
Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or
Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or
VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a
With budgets getting tighter and operating costs getting higher, contact centers need to get the most out of every investment they make. This is especially
If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues
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
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: What does CRM stand for? CRM is short for “Customer Relationship Management”. It’s a piece of call center software that CX teams
Contact center managers can spot an engaged agent from a mile off. These are the people who come to work every day with enthusiasm and
In this post: · Why do Contact Centers Measure Utilization? · How to Calculate Occupancy · How does Utilization Differ from Occupancy?