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Call Center KPIs Scare You? These 6 Are Easiest to Grasp
KPIs, also known as key performance indicators, are the backbone of any call center. They provide organizations with clear, helpful data to better understand performance…
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Free 30-day TrialEmployers Hire and Promote Based On Nine Call Center Skills
Every year, call centers of every size and type lose nearly 40 percent of their staff due to turnover. That’s more than double the rate…
Overwhelmed With Call Center Metrics? Only These 5 Matter
If you’ve ever worked at a call center, you know the conversation of KPIs and performance metrics is never-ending. At a certain point, it just…
If UDP Isn’t Error-Free, Why Is It Perfect for Streaming?
UDP (User Datagram Protocol) is a transport layer network protocol that provides a fast and efficient means of transmitting data. It doesn’t always provide a…
5 Easy (and Impactful) Call Center Trends For 2024
Despite the hype around AI and machine learning, we don’t exactly foresee them having a significant effect on the majority of call centers for a…
UCaaS vs CPaaS and the Pain Points That Make People Switch
UCaaS and CPaaS are two cloud-based solutions that aptly meet modern communication and collaboration needs. Both enable audio, video, and chat conferencing as well as…
Answering Services or Call Center Services? Neither. Here’s Why.
When it comes to managing inbound calls, businesses often debate between answering services and call center services. On the one hand, you can route calls…
Call Center or Contact Center? The Latter, Here’s Why
Imagine you call a business’s customer service line with what seems like a simple request, but you get bounced around from agent to agent, each…
14 IVR Script Examples That Work Again and Again
If you’ve noticed that most IVR (Interactive Voice Response) scripts sound the same, that’s because, well, they are the same. This isn’t by accident. There’s…
Call Center Avoidance = Poor Culture (Here’s an Easy Fix)
There’s no other way to put it: call avoidance can cost call center agents their jobs if they don’t address it, and the most common…
UCaaS Architecture and When You Must Pay for Single Tenancy
Unified Communications as a Service (UCaaS) solutions combine apps and services such as call, chat, video, and video conferencing into a single cloud-based platform. It’s…
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