Call Center Talk

14 Tips To Get Your Customer Service Just Right

14 Tips To Get Your Customer Service Just Right

With the market so competitive, it’s never been more important to ramp up your customer service ga...
Call center technology trends to keep an ear for in 2021

Call center technology trends to keep an ear for i...

Like with any technology, call center technology also keeps changing with every passing year. Here i...
Qualitative & Quantitative Metrics To Measure Call Center Agent Productivity

Qualitative & Quantitative Metrics To Measure...

For every business function, metrics are like a compass in a desert. It shows whether the efforts ar...
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...
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