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mistakes-hurt-your-first-call-resolution
Dora Rapcsak
Dora Rapcsak
in Business
3 min read

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.

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gdpr-telesales-cold-calling-permitted
Dora Rapcsak
Dora Rapcsak
in Business
5 min read

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.

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debt-colletion-using-real-time-payment
Dora Rapcsak
Dora Rapcsak
4 min read

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…

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calculate-and-reduce-your-cost-per-call
Dora Rapcsak
Dora Rapcsak
in Business
5 min read

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.

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your-ideal-contact-center-solution
Dora Rapcsak
Dora Rapcsak
3 min read

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.

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