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What Is Cost per Call? (Plus 4 Ways to Cut Yours!)

January 12, 2022 No Comments

In this post: What is cost per call? How to calculate Cost per call What does cost per call tell you? 4 ways to cut

What is the Active and Waiting Calls Metric?

January 5, 2022 No Comments

What is the active waiting calls metric? Active and waiting calls is a metric that measures how well teams handle call volumes in real-time. It

Is WhatsApp Integration for Customer Support Worthwhile?

November 4, 2021 No Comments

2 to 3 billion people worldwide use WhatsApp, making it the most used messaging platform globally. This figure isn’t bumped up by inactive users –

What is a Knowledge Base? (And Why You Need One!)

October 21, 2021 No Comments

In this this post: What is a knowledge base? What features does knowledge base software have? What are the benefits of a knowledge base? Creating

13 Call Center Training Tips For Upskilling Agents (+ Case Studies)

September 15, 2021 No Comments

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help. To be fully effective,

Struggling to Improve CX? Empower Your Customer Experience Specialist!

August 19, 2021 No Comments

Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you,

What is Voice of the Customer?

August 11, 2021 No Comments

Modern customers notoriously high service expectations. And I’ll bet your business is keen to meet those expectations, right? But… what exactly do customers want? What