Whatever your call center designates as outputs and inputs, the formula for calculating agent performance is:
Agent Performance = (total output ÷ total input) x 100
For example, if your call center mainly handles inbound sales calls, and your age
Zoom’s decision to acquire CCaaS provider Five9, announced last week, has generated many conversations about the benefits of integrating the contact center with an organization’s unified communications platform.
C3i needed to modernize its Enghouse interactive solution, focused on Improving quality management in the Contact Center
C3i, a multi-channel customer engagement services (BPO) provider, is an organization that supports 80% of the world’s top 20
On 1 July, the grace period for compliance with the Protection of Personal Information Act (POPIA) will come to an end.
That means organisations found to be in breach of the act will be liable for fines and even criminal persecution.
Posted on May 7th, 2021 by Dan Barraclough, Senior Writer
Despite everything that happened in 2020, contact centers remain a vitally important way for businesses to connect with customers. However, things are changing.