Everything You Wanted To Know About KPIs (But Were Afraid To Ask)
How many times does someone use a piece of business terminology which you donât really understand? Everyone else nods sagely, so you think the best...
How To Reduce Average Handling Time (AHT) In Contact Centers
Itâs common knowledge that approximately 65% of contact center costs are staffing costs. Inbound staff get paid by the hour. If your cost per call...
Using Quality Management To Improve KPIs
âDo more with less.â
This seems to be top managementâs mantra these days. Contact centersâ performance is intensively measured, often down to the second, with KPI...
