Why Call-Back Algorithms and Estimated Wait Times Fail
Call-backs are an excellent tool that can benefit both customers and businesses - when they're designed...
Category: Call Abandonment Rate
Guide to Interpreting Call Center Analytics
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer's...
Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...
Queue Management Best Practices for Contact Centers
Looking for ways to optimize your call center queue management and improve customer satisfaction? If not,...
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How to Reduce Customer Complaints in the Contact Center
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros...
Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held a special place. This...
7 Step Action Plan for Call Center Development
Call center leaders have their work cut out for them. From training new recruits to briefing...
What are the Objectives of Call Center Operations?
What’s motivating your contact center? Perhaps you have an established set of goals and objectives for...