In a dynamic and customer-centric call center environment, the workforce management (WFM) system is a critical factor in ensuring operational efficiency. We offer you a detailed analysis of what workforce management (WFM) is, its fundamental role in call center workforce…
The VoIP service has proven its numerous advantages for both businesses and the field of contact and call centers. It is an accessible, multi-functional, budget-friendly, and high-quality communication channel, that ensures you do not miss any calls or customers. However…
Setting up a call center from scratch is a quite challenging task. It’s not just about finding the most comfortable premises and assembling a team. Equipment is also a crucial consideration because the reliability and quality of call center equipment directly impact…
What is Back Office, and the Advantages of Outsourcing Back-Office
December 18, 2023
In modern business, the back office is a crucial component that ensures the effective functioning of a company. But what is the back office essentially? How does the back office differ from the front office, and what advantages does outsourcing back-office provide? This…
What is Customer Effort Score (CES) from a marketing perspective? The Customer Effort Score (CES) is a survey used to determine how easily customers interacted with your company to meet their needs. This interaction could involve customer support, purchasing, sales, and…
What is CSAT? In a call center, this is one of the Key Performance Indicators (KPIs) related to customers. Alongside Net Promoter Score (NPS) and Customer Effort Score (CES), this metric directly influences customer loyalty and the willingness to make a purchase. Let’s…
What tools does Automatic Call Distribution (ACD) have to enhance customer interactions, and what benefits can it bring to your business as a whole? Learn all about Automatic Call Distribution (ACD) and how it works for the efficient handling of a large number of inbound…
What is the difference between a call center and a contact center? In everyday usage, these two terms are often used synonymously and interchangeably. This is not surprising, as both call centers and contact centers perform the function of communication with customers. When…
VoIP for Call Center: Everything You Need to Know About the Technology
December 6, 2023
The technology of voice communication over the Internet, or VoIP telephony for call centers, enables regular phone calls as well as the transmission of text messages and video communication over the Internet. The technology offers unparalleled flexibility…
Email is a convenient and straightforward way of interacting with clients. It is an established form of business communication with partners, allowing for order confirmations, receiving newsletters, invitations, and more. Contact center Email Management is carried out in…
