Everything You Wanted To Know About KPIs (But Were Afraid To Ask)
Work It Daily How many times does someone use a piece of business terminology which you don’t really understand? Everyone else nods sagely, so you think the best thing to…
Why Contact Centers Are A Good Way To Start Your Career
Work It Daily Later in this post, I’ll be discussing these questions with Ed Lucio, a New Zealand data science expert for Spark (telecom provider) and former lead data scientist…
CSAT vs. Sentiment Analysis: Which Is Better?
Work It Daily During the pandemic, organizations had to interact with their customers digitally. Contact centers provided the company’s “human face.” Without face-to-face interactions, it is a lot harder to…
How To Reduce Average Handling Time (AHT) In Contact Centers
Work It Daily It’s common knowledge that approximately 65% of contact center costs are staffing costs. Inbound staff get paid by the hour. If your cost per call is USD…
Creating Quality Standards For Contact Centers
Work It Daily COVID-19 had a negative effect on bricks-and-mortar businesses. However, the contact center industry is growing apace. Where companies adopted a fully online model, contact centers are often…