Call Queue
Everything you need to know about call queues We’ve all experienced it: we try to get through to our car insurance contact centre only to get stuck listening to a … Read more “Call Queue”
Contact Centre Management
What is Contact Centre Management? 7 Best Practices for Ultimate Efficiency Today’s customers expect a particularly high standard of customer service from businesses. Nowadays – with a range of communication … Read more “Contact Centre Management”
Average Handle Time
Average Handle Time: Executing the 8 Best Practices Life’s busy for a lot of people. So when they call a contact centre, they don’t want to be waiting for ages. … Read more “Average Handle Time”
Call Center KPI
18 Call Centre KPIs and Metrics to Track for Maximum Productivity Call centres have come a long way, especially in the last decade or so. As with many other industries, … Read more “Call Center KPI”
Call Centre QA
A Complete Guide to Call Centre QA To Optimise Your Workforce Quality assurance is a central process for all businesses, and call centres are no different. Quality assurance (or QA) … Read more “Call Centre QA”
Speed Dial
Everything You Need to Know About Speed Dial Whether for business or personal needs, having a speed dial extension on your Android or iOS phone is an add-on that can … Read more “Speed Dial”
Call Management
Call Management: How it Works and How it Can Help your Business Despite communication through digital channels increasing, phone systems remain a key part of consumer buying journeys, with 66% … Read more “Call Management”
Real-Time Analytics
What is Real-Time Analytics? Benefits, Impacts and Examples Any business that operates online, or offline for that matter, relies on data to not only monitor performance, but to … Read more “Real-Time Analytics”
BPO
The global business process outsourcing market is expected to grow by a massive $230.2 billion by 2027. A fast-growing industry, the BPO sector’s boom has continued even throughout the COVID-19 … Read more “BPO”