Manager’s Guide to Contact Center Goal-Setting
Executives and managers know that contact center goal-setting helps usher in progress and bring about positive...
Category: Editors Pick
Occupancy Rate: The Complete Guide
When it comes to demystifying call center metrics, 'occupancy rate' shouldn't be forgotten. Occupancy rate is...
Customer Perception: The Complete Guide
Customer perception has never mattered more. In the age of social media backlash and call-out culture,...
Things I Wish I Knew Before Adding Call-Backs to My Contact Center
Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will...
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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...
2023 Customer Service Statistics for Contact Centers
Customer service expectations in the contact center continue to increase, and only the best businesses keep...
Self-Service: A Complete Guide for the Modern Call Center
How do self-service tools and strategies apply to your call center? Dive into our complete guide...
Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held a special place. This...