A transition from one contact center vendor to another can present a significant challenge when it comes to contact centre reporting tools and metrics.
In today’s complicated multimedia and multisession landscape, the execution of your outreach strategy needs an intelligent, automated approach.
As we move into 2021 and the contact center world gets to grip with the realities of a home-based workforce and the changing nature of customer contact, here are a few ideas that should be thought of as belonging to the same era as the cassette tape and the Motorola Carphone/brick...
If you can't measure it, you can't manage it - these 5 tips on chat reporting will help to deliver useful measurements.
Contact centers are awash with data. Here is our take on some fundamental points on how best to manage that data.
The tools that enable continual evaluation, training and improvement are standard for voice-only interactions, but how about web chat, email, SMS, video and others?
Call center managers should be armed with the crucial information that allows them to make the best business decisions. Here are 5 requirements for a call center reporting package that actually does the job.
The needs of a call center supervisor are similar to those of a pilot in thick fog. In order to fly without fear of disaster, he must have instant access to up-to-the-minute metrics.