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...
Why Contact Centers Are A Good Way To Start Your Career
âDo you really want to work in a contact center?â
Letâs be honest: five-year-olds donât dream about working in a contact center when they grow up....
CSAT vs. Sentiment Analysis: Which Is Better?
During the pandemic, organizations had to interact with their customers digitally. Contact centers provided the companyâs âhuman face.â
Without face-to-face interactions, it is a lot harder...
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...
How To Prepare An ROI Calculation
A very experienced technical sales professional told me something very interesting. Nearly all business-to-business sales attempt to replace an existing solution. He said: âCompanies buy...
Creating Quality Standards For Contact Centers
COVID-19 had a negative effect on bricks-and-mortar businesses. However, the contact center industry is growing apace.
Where companies adopted a fully online model, contact centers are...
