Occupancy Rate: The Complete Guide
When it comes to demystifying call center metrics, 'occupancy rate' shouldn't be forgotten. Occupancy rate is...
Category: Call Center Operations
Queue Management Best Practices for Contact Centers
Looking for ways to optimize your call center queue management and improve customer satisfaction? If not,...
2023 Customer Service Statistics for Contact Centers
Customer service expectations in the contact center continue to increase, and only the best businesses keep...
SIP Trunking vs VoIP: What’s the Difference?
SIP and VoIP are two acronyms often used by call center managers who sort of know...
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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...
Industry Report: State of the Contact Center 2023
No stranger to change, the contact center industry has been ahead of the curve throughout the...
Auction House Giant Improves Call Center CX by Sweating the Details
Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks...
What is Call Center Shrinkage?
On a good day, your contact center can run like a well-oiled machine, but call center...