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The pandemic disrupted many contact center trends, but not all of them. Some, like the move to cloud-based contact center technology, were hastened in the last year. Here are some of the ways call center...
Need cost-cutting alternatives for your call center? We cover everything from new...
How much does a call center operation cost? Here are the core...
Are high call volumes getting the best of your call center? No...
First Call Resolution (FCR) is one of the most widely used KPIs...
In the market for a call center handling overflow service? Here's a...
Occupancy Rate is one of the most widely used metrics in the...
High call volumes getting the best of your call center? Call overflow...
A low FCR rate is often associated with poor agent performance. Empower...
