Latest News & Press Releases
Call center metrics and KPIs (Key Performance Indicators) are used to analyze and measure the performance and success of contact centers programs. More than simply aggregate data, inbound and outbound call center metrics track and… Read more »
Managing call center costs, and customer service demands, is a requirement for a successful project outcome. Contact center expenses differ based on numerous factors, with technology, service protocols, labor, and quality standards as the most prevalent…. Read more »
Having comprehensive security requirements in place is vital for the success of every contact center. Customers must be assured that their personal data is in trusted hands and remains inaccessible to all except for those… Read more »
Whether you call it a script, a dialogue plan, call guide, or another phrase, a plan for managing the interaction with customers and prospects is a vital component of a successful contact center campaign, and… Read more »
For businesses and retailers large and small, holiday customer service is essential to ensure a successful season. These days, because so many consumers do their holiday shopping online, it’s important for companies to prepare effectively… Read more »
Telecom, Inc. is pleased to announce its expanded partnership with ArenaCX, who chose the contact center as a preferred provider for its new strategic partnership with Zendesk. ArenaCX, broker of contact center services and the… Read more »
Partnering with a contact center has proven prudent for many businesses. In a good economy, inbound call center solutions are advantageous. They can be even more beneficial in a tough economy, especially if there are… Read more »
Let’s start with the positive—if your company is experiencing steady high call volume, it’s likely that your business is growing. Maintaining a high-volume call center is the solution for serving the needs of additional customers…. Read more »
A combination of skills, processes, technology and optimization efforts directly impact a contact center’s output. Whether you’re a CEO, senior manager or floor supervisor, knowing how to drive results within your contact center team is… Read more »
From increased sales to enhanced customer service, an eCommerce-focused call center can benefit your company in multiple ways. The role of the eCommerce call center has dramatically expanded in the past few years – as… Read more »
