There is a famous saying, “Knowledge is not power, but the ability to act on knowledge is real power.” Similarly, interacting with your customers is important. What is more important is completing all the necessary tasks after interacting with customers. Contact center agents work … Read more
Landline phones are a relic from a bygone era. There was a time when they used to be the heart of the home and business. With the advancement of Internet technology, traditional desktop phones have been upgraded to digital technology known as Voice over … Read more
Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you’re doing everything right on the first contact, there is no reason for the customer to call back. … Read more
A. What is call center attrition? Call center attrition is defined as the number of employees leaving the firm over a given period of time. To calculate employee attrition, you need to divide the number of employees leaving the firm divided by the average … Read more
First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center environment, this means that after the first call you make … Read more
Are your customers receiving the right service? Do your customer service reps have the knowledge and skills to solve customers’ queries? Are you providing better support than your competitors? Are you leveraging the latest technology to serve your customers better? These are crucial questions; … Read more
