Call Center Talk

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 abandon rate in a call center

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

What is call abandon? How to calculate the call abandonment rate? What is an acceptable abandonment ...
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...
6 reasons why virtual call centers are deemed to be the future

6 reasons why virtual call centers are deemed to b...

We are inching closer to a future where virtual call centers powered by distributed customer support...
What is Workforce Management (WFM) in a call center?

What is Workforce Management (WFM) in a call cente...

Workforce management in a call center enables the call center manager to plan and organize the optim...
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