Blog Archive: July 2016

Posted: July 20, 2016 | Inova Solutions

If you want to maximize first call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones.

Posted: July 14, 2016 | Inova Solutions

If average speed of answer is one of your leading performance metrics, the idea of not attacking the queue may seem strange, even counterintuitive. But it makes more sense that you might expect.