This is my top ten list of really dumb things that smart call and contact center management and executives do. If you ha...
CCO (Contact Center Outsourcing) quality program needs to measure by the qualitative metrics of the interaction from the...
Metrics for call centers: FCR (1st contact resolution), AHT (average handle time), SL (service level), ASA (average spee...
Call center average handle time analysis is key in calculating required staffing. It must start as process optimization ...
AHT (average handle time) can stay in the way of improving call center First Contact Resolution (FCR). By: Turaj Seyraf...
Some of the 10 steps to creating great outsource partnership are planning, verifying, training, quality control, reporti...
Call center metrics can include individual agent metrics, team metrics, call center metrics for both micro and macro vie...
Five reasons for common failures of new call centers or Contact Centers: lack of vision, planning, labor & failure t...
