A grocery chain has become the first in the UK to remove self-service checkouts from most of its stores following customer feedback. This is the
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
This blog was originally published by our friends at Ultimate over on the Ultimate blog. Omnichannel is getting more and more important. By partnering with our
In this post: Call centers measure many KPIs (key performance indicators) to help them understand how well they are handling customer interactions and identify opportunities
A request for proposal (RFP) is a formal document that a large enterprise or government agency posts to purchase a good or service. The RFP
Did you ever wonder why some companies have such loyal customer bases compared to others? There’s no secret formula to customer retention. If you make
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: What problems do call center silos create? What causes call center silos? How to solve the call center silo problem Imagine a
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
