If you want to maximize first call resolution, as well as customer satisfaction, you need your agents to make good transfers - not blind ones.
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.
Blind call transfers can quickly turn a good experience into a bad one/
The idea of "Don't attack the queue" may sound odd, but it makes more sense than you might think.
When it comes to potential spikes, accurate predictions become nearly impossible. That makes a quick reaction speed invaluable.
Here's how synchronized clocks can work wonders for metrics precision.
Here are three solutions for predicting and managing spikes in call volume.
Engagement is a leading factor of how well a contact center can operate. No matter how great your call center software is, it can't make up for agents who aren't engaged with the work.
The new year is off to a fast start. Here are some of the trends that call centers will want to look at in 2016.
Customer satisfaction surveys are one of the best ways to get real data about customer satisfaction from the customer's own words.