Inova Solutions Blog

Posted: October 11, 2016 | Inova Solutions
Now that online chat and emails are also a growing part of a call center's repertoire, its real-time reporting mechanism needs an update.

Now that online chat and emails are also a growing part of a call center's multi-channel service strategy, its real-time reporting tools need an update.

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.

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 14, 2016 | Inova Solutions
In times of crisis, it's incredibly important that everyone in the environment stays calm and follows emergency procedures. For this reason, campuses and corporate environments should look into emergency notification boards for their respective organizations.

In times of crisis, it's incredibly important that everyone in the environment stays calm and follows emergency procedures. For this reason, campuses and corporate environments should look into emergency notification boards for their respective organizations.