6 Mistakes Hurting Your First Contact Resolution Metrics — And How To Solve Them
Wondering how to measure your First Contact Resolution metric and what it means for your contact center? First Contact Resolution…
6 Great Customer Experience Examples You Can Easily Implement in Your Contact Center
Customer experience is a top differentiation metric for companies today. A great customer experience is important for the sustained growth…
5 Tips For Reducing the Abandon Call Rate in Your Call Center
Abandoned calls in your call center represent missed opportunities for excellent customer service. Whatever the reason for the abandoned call,…
8 Most Important Qualities Of A Call Center Agent
A contact center can have all the latest software and top-of-the-line technology, but none of that matters if you don’t…
Contact Center Feedback Questions To Get The Most from Your Customer Voice
Data is the modern language of the call center. From FCR and abandonment rates to average handling time and QWT,…
10 Ideas to Improve Quality in Call Center Scores
Whether your contact center is at the top of its game or struggling to reach important KPIs, reevaluating the way…
How To Create a Feedback Culture In Your Call Center
An atmosphere of optimism in the workplace encourages employee growth and increased performance. But a negative, hyper-competitive environment can stunt…
9 Ways to Show Your Call Center Employees Some Holiday Love
The holiday season is upon us once more. It’s a time for giving and showing appreciation, making it an ideal…
15 Tips to Empower Call Center Agents to Create Top-Notch Customer Experiences
In today’s hyper-competitive world, where companies are constantly searching for an edge that sets them apart from the competition, it’s…
