Call Center Talk

Call flow templates that deliver ‘wow’ moments

Call flow templates that deliver ‘wow’...

Let’s take a look at how different call routing features can come together to create call flow...
Your guide to CSAT surveys for phone interactions

Your guide to CSAT surveys for phone interactions

In this blog post, we discuss the importance of a CSAT survey after phone interactions and how Fresh...
Breaking Down Computer Telephony Integration

Breaking Down Computer Telephony Integration

Your computer + your telephone system — together as one. That should make life easier. That’s wh...
What is an acceptable call abandon rate in a call center

What is an acceptable call abandon rate in a call ...

What is call abandonment? How to calculate the call abandon rate? What is an acceptable abandon rate...
What is call center shrinkage?

What is call center shrinkage?

At any point in time, do you know how many of your agents are available to take calls vs how many ar...
How to improve Average Handle Time without sacrificing CSAT

How to improve Average Handle Time without sacrifi...

Reducing Average Handle Time does not necessarily mean that you have improved it. Read on to know ho...
How to improve call center performance when there is a staff shortage

How to improve call center performance when there ...

From this blog, you can find out actionable workarounds for staff shortage to improve call center pe...
Why your customers may not want to hear ‘Sorry for the inconvenience’

Why your customers may not want to hear ‘Sorry f...

“Sorry for the inconvenience” is one of the most popular phrases used in customer support. Call ...
How to write effective call center scripts

How to write effective call center scripts

This blog takes you through everything you need to know about call center scripts. Learn the best pr...
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