When running a call centre, there are many tools in place that can assist in making your centre more efficient and maintaining your customer service levels. Find out why we recommend you to implement a Workforce Management tool.
The process of call routing in call centres is where an incoming call is directed to a specified call centre agent and the respective queue they are placed into.
How Cloud can help businesses lower costs and grow revenue.
It’s no secret that Gen-Y is not like any generation before them. They have grown up as digital natives with technology and social platforms a key part of their lives.
To generate consistently outstanding results, a contact centre needs a top notch centre manager. And they're not easy to come by.
When most people think of a contact centre they think of rows and rows of staff sitting in an office answering calls. But it’s time this archaic and inefficient view had an overhaul.