Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is
Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your
Over the past few years, cloud computing has exploded across all industries. Businesses that used to invest heavily in their own IT infrastructure are increasingly
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?
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
In this post: What problems do call center silos create? What causes call center silos? How to solve the call center silo problem Imagine a
