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skills-based-routing-heres-how
Roland Háry
Roland Háry
in Business
3 min read

Ask any call center manager what’s one of the most important KPIs they constantly strive to achieve in the call center, and you can be sure that they’ll tell you: it’s customer satisfaction. Now ask customers what they find the most annoying when they contact a company’s customer service department, and you can be sure that they’ll tell you: it’s unresolved issues.

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must-know-call-center-terminologies
Dóra Rapcsák
Dóra Rapcsák
in Call Center Life
10 min read

ACD, ATT, BCP, Robinson list, call blending. Just a few of the call center terminologies, abbreviations, and jargon that dominate our business conversations on a daily basis in the call center. Are familiar with all of them? Here’s a list of 50 must know call center terminologies to help you out! 

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