Everyone agree with the fact that skills are essential and that some people are better than others in different disciplines. We must...

Luckily, a contact debt is a false need. The staff hours needed to resolve the issues are still the same because you haven’t increased...

By phone, most contact centers use call-back functionality to mitigate longer response times. Call-back is also a feature that most...

If your customer can’t reach you within (for them) an acceptable timeframe, they will abandon their attempt to contact you for a short...

Long response times in customer service. A problem – not a challenge.

Why (most) contact centers fail to make profit