Day: July 14, 2016

The Importance of PaaS (Platform-as-a-Service) to Cloud Contact Centers

Cloud computing is computing based on the internet that, on demand provides data and processing resources which are shared. This model allows users, applications, and so on to use resources from a shared pool of computing resources that are configurable, for example – servers, applications, storage, networks, and services. Cloud computing allows users to process and …

The Importance of PaaS (Platform-as-a-Service) to Cloud Contact Centers Read More »

Why is ASA (Average Speed of Answer) Considered Difficult to Interpret?

ASA or Average Speed of Answer is a KPI (Key Performance Indicator) that is usually used by call center managers to assess the efficiency and performance of their teams along with the magnitude of accessibility for their callers. Though, there is no doubt that it is one of the most popular call center performance metrics, …

Why is ASA (Average Speed of Answer) Considered Difficult to Interpret? Read More »