Call Quality Monitoring

You may have heard “This call will be recorded for monitoring and training purposes” if you’ve dialed a customer care number to find the answer to your ...

Businesses need a straightforward metrics-driven framework to run effectively. Clarity on what is happening on the floor and what actionable are pending...

Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an a...

Hold time is one of the key factors that is largely responsible for abandoned calls in the contact center. Even I have abandoned calls when faced with a...