When it comes to potential spikes, accurate predictions become nearly impossible. That makes a quick reaction speed invaluable.
Inova Solutions Blog
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.
By making wait times as easy on the caller as possible, call centers can handle more customers better.
Here's how individual digital sign boards motivate and engage call center representatives.
Two of the most important criteria to keep in mind when choosing a real-time performance reporting system are the ability to customize the solutions and commitment from both the vendor and the company itself to put forth a concentrated effort to maximize value and performance after deployment
Business leaders will need to embrace new tools and strategies to maximize their efficiency and effectiveness in future contact centers.