6 Call Center Practices You Can STOP Doing Today
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it; we all tend to...
Tag: average-handle-time
Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]
Measuring and improving call center metrics can be a pain point for executives. Your call center...
3 Pitfalls When Measuring Average Handle Time
It is critical to choose the right metrics to track in your contact center. Metrics drive...
The Trouble with Average Handle Time
If you manage a contact center, one of the toughest tasks you do is prioritizing the...
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The ROI of Call-Backs (2 of 4): Reducing Handle Time
Today we continue our series exploring the ways call centers can see direct, measurable benefits by...
4 Hidden Causes of Poor Customer Service
The road to hell may be paved with good intentions, but so is the contact center....
WebRTC and the Call Center: Challenges Ahead
Today I want to spell out some big challenges ahead for WebRTC specific to the call...
3 Ways to Increase Customer Satisfaction in Your Call Center
With today’s demanding consumers, it can be very difficult to maintain high customer satisfaction scores, especially...