Inova Solutions Blog

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.

Posted: June 29, 2016 | Inova Solutions
Blind Call Transfers and First Call Resolution

Blind call transfers can quickly turn a good experience into a bad one/

Posted: June 29, 2016 | Inova Solutions
Don't Attack the Queue

The idea of "Don't attack the queue" may sound odd, but it makes more sense than you might think. 

Posted: April 26, 2016 | Inova Solutions
Quick reaction times key for handling call volume spikes

When it comes to potential spikes, accurate predictions become nearly impossible. That makes a quick reaction speed invaluable.

Posted: March 11, 2016 | Inova Solutions

Here's how synchronized clocks can work wonders for metrics precision.

Posted: March 02, 2016 | Inova Solutions

Here are three solutions for predicting and managing spikes in call volume.

Posted: January 14, 2016 | Inova Solutions
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.

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.

Posted: January 13, 2016 | Inova Solutions
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.

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.

Posted: January 08, 2016 | Inova Solutions
Customer satisfaction surveys are one of the best ways to get real data about customer satisfaction from the customer's own words.

Customer satisfaction surveys are one of the best ways to get real data about customer satisfaction from the customer's own words.

Posted: January 08, 2016 | Inova Solutions
By making wait times as easy on the caller as possible, call centers can handle more customers better.

By making wait times as easy on the caller as possible, call centers can handle more customers better.