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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

What is SaaS and Why do CX Teams Go Crazy for It?

December 9, 2021 No Comments

In this post: What is SaaS? What sets SaaS apart? How does SaaS add value to CX? CX strategies that SaaS makes possible What is

How to Compete with Amazon on Customer Service

November 18, 2021 No Comments

Everyone seems to have a personal example of a time when Amazon’s customer support wowed them. For me, it was when my Kindle broke. I

What is Call Center Schedule Adherence?

November 17, 2021 No Comments

In this post: Why does schedule adherence matter? How is schedule adherence calculated? Four ways to manage and improve schedule adherence Call center schedule adherence

Why are legacy systems still in use? (and what exactly are they?)

November 10, 2021 No Comments

Modern contact center software has many benefits. Cloud-based tools let you access data anywhere (enabling virtual contact center), integrate your systems with other tools, and

What is an Automatic Callback?

October 12, 2021 No Comments

Who enjoys calling a company and waiting forever on hold? No one! Absolutely everybody hates wasting their time this way. Automatic callback, (AKA “virtual queuing”)

What is a Cloud Contact Center?

September 22, 2021 No Comments

A cloud contact center is a customer service operation that uses diverse software solutions to manage customer interactions. This is the main alternative to physical

What is the Blended Universal Queue System?

September 15, 2021 No Comments

Customers now use a large and growing number of channels to communicate with businesses. In theory, anything that makes life easier for customers is a