Is an 80/20 Service Level Your Call Center’s ‘North Star’?
The concept of a “North Star” metric has become a fashionable discussion...
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The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper]
In this handy playbook, contact center leaders will learn the ins and...
Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]
Measuring and improving call center metrics can be a pain point for...
5 Pitfalls When Measuring Abandonment Rate
This week we present a new installment in our “Pitfalls” series which...
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7 Signs Your Call Center Needs a Call-Back Solution
Although the concept of replacing hold-time with a call-back has been around...
Improving the Customer Experience in Your Credit Union
Maintaining and improving the customer experience is important for most, if not...
Why Your Call Center Needs to Watch Abandon Rates
It goes without saying that making your customers wait so long that...
Reduction of Abandonment in Multi-Channel Environments
In a modern multi-channel contact center agents should have the ability to...