Are you on a mission to find the best omnichannel tool for your contact center?At ICR Evolution we have been observing and analyzing the
Category: Technology
The latest ICR Evolution news and thoughts about the contact center world now at your fingertips.
How can we ensure that our customers are happy and satisfied with our services? What key contact center metrics should we consider? And what
We renewed ourselves to offer a superior agent experience Our Web Agent module has been completely redesigned with a focus on simplicity and efficiency.
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.
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