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Blog & News
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
When we talk about After Call Work , we refer to all those tasks that are carried out in the contact center after a
In the complex universe of insurance companies, excellence in customer service stands out as an unavoidable necessity. How can an insurer stand out and
The routing system and the skills of the agents are two factors that have a high impact on the success of a contact center.
First Contact Resolution (FCR) is not just a performance indicator; It is the key to building strong relationships with customers from the first contact.
The Average Handling Time in the contact center measures a transaction from the beginning to its end. This includes talk time, hold time, and
Are you a little lost with all the technical jargon for your contact center? Don’t miss this glossary: our industry has many acronyms and
Customer satisfaction is an absolute priority in today’s business world, that’s clear. We understand that customers’ demands are increasing. Customers know that companies can
Inbound is the customer service strategy in which the contact center receives calls, emails or other ways of contact from customers seeking information, assistance