Reading Time: 6 minutesWith GDPR (the General Data Protection Regulation) coming into force on 25 May this year, companies hopefully have already finished their preparations for life under the new legislation.
Reading Time: 3 minutesOne of the most important metrics a call center can measure is its first call resolution rate, which shows whether or not a customer’s need is properly addressed for the first time by the customer service team. First call resolution (FCR) is the main indicator of customer satisfaction, which as we all know, is the backbone of any successful call center.
Reading Time: 5 minutesAn unexpected power outage can present a nightmare scenario to any business that does not have a reliable call center disaster recovery plan in place. You may not think so, but even a brief outage can cause major operational disruptions to organizations.
Reading Time: 5 minutesOn May 25 this year, the General Data Protection Regulation (GDPR) came into force. After a two-year preparation period, it’s now official: organizations need to ensure that the way they store and process data complies with the new rules outlined by GDPR.
Reading Time: 4 minutesWhen it comes to debt collection, agents always agree on one thing: they receive a lot more promises than actual payments. The most common thing customers say to agents during any debt collection-related conversation is that they will pay their debts in the upcoming days. If only these promises were kept…
Reading Time: 5 minutesLet’s be honest: in the business world, money talks. And, as we also all know, running a call center is costly. Very costly, in fact. Considering the amount of expenses that are inevitably required to run a call center, one of the most important responsibilities call center managers have is to figure out how they can reduce costs in a way that doesn’t affect customer experience.
Reading Time: 3 minutesEvery business is unique and has different needs in order to work seamlessly. With a variety of expert contact center on-premises and cloud-based solutions available on the market, it is often difficult to choose the right one for your organization. Here is a short test we hope will help you make your decision in selecting the contact center solution that best meets your needs.