Shares In this blog, you’ll discover contact centre trends in 2024 that will shape your customers’ experience. So grab a seat, and let’s get started. But before we dive in, let’s address the challenges you may face in 2024. What are the contact...
Shares In this blog, we dive deep into what shrinkage in a call centre is and how you can calculate it. We also show you how you can resolve it. Let’s go! Understanding what call centre shrinkage is Consider this scenario to understand shrinkage in a call...
Shares Understanding how customers view your business can help you to maintain a competitive edge. This competitive edge is what translates into an increased income and a huge customer base. How do you know how customers view your business? It is simple. Measure their...
Shares Service level is a key performance indicator (KPI) that shows the percentage of incoming calls an agent answers within a specific time limit. In other words, it is “X% of calls answered within Y seconds”. Why is service level important? No...
Shares In this blog, you’ll unlock the secrets to providing superior customer service. We’ll share invaluable expert-recommended tips to help you conquer the first-call resolution challenge. You’ll also learn ways to implement proven strategies to...
