Welcome to our Blog

A successful contact center requires constant evaluation to ensure that all agents are working to the best of their abilities—and delivering the best experience for the customer. Investing time and money in your contact center is all well and good, but you need to be sure that you’re allocating those resources wisely. To find out if your agents are performing at their peak and delivering outstanding customer service in each and every interaction, there are some key metrics you should keep an eye on. Here, we’ll take a look at 11 contact center metrics and key performance indicators (KPIs) that give a true picture of how your contact center is performing. 

Excellent customer service has always been a key component of any successful contact center and, with customer expectations continuing to grow, this is truer than ever before. Bad service is likely to stick in the memory, cementing negative associations for the customer, damaging your brand and ultimately leading to missed opportunities and lost revenue.  

In the first step, call center leaders who want to elevate their unit's performance often go for call handling time. Average handling time is an essential KPI to evaluate how well call centers are doing when providing solutions most quickly and effectively. This article looks at the AHT in detail, describes how to calculate it, and shares some practical methods to reduce it properly.

Undoubtedly, all customers want customer service agents to give them the best solution in the quickest time possible for their questions and issues. If agents make customers wait too long or do not provide an accurate answer for them, they most definitely call back more frustrated than before. Repeat callers are annoyed and more likely to vent their displeasure when they talk with a call center agent, which becomes a liability harming call center productivity and leading to customer churn and retention problems. However, there are some effective methods to decrease repeat calls to the minimum and, simultaneously, bring up agents' morale.

Even in the digital world of today, customers usually prefer phone support. The easiness of talking with a live person fosters confidence between a client and a call center agent. For many expanding businesses, handling phone support may be a significant burden. Instead, they need efficient call center solutions that enable the agents to perform at their highest level. This article explains how to use the cloud call center software and introduces the best call center solutions for 2022.

This page provides a complete list of call center abbreviations, acronyms, and definitions. This list is based on the alphabet.

Interacting with customers is a vital part of a call center agent’s job. But phone calls are only part of the work. There are many tasks an agent must complete once that phone call ends. These tasks are known as after-call work (ACW).  

Every customer interaction brings many valuable data. However, according to some studies, just 17 percent of companies act on these insights! If companies apply analytics to business challenges, they may see the real power behind the data. Human motivations, interests, and needs are behind each of the many KPIs in call centers. This article discusses all you need to know to bring up the power of call center analytics and use them to grow the business.

Call centers play a significant role in customer experience, and call center leadership plays a big part in this process, leading the business to develop and grow. What are the most necessary traits, characteristics, and skills for successful call center leaders and managers? What should we look for in a potential leader? This article provides fifteen common skills and traits that successful call center leaders have in common.