Call Flow, Contact Center, Demo and Measurement

Back to Basics: Contact Center Trending Technology 101

Upstream Works

SEPTEMBER 5, 2019

The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.

Contact Center

Contact Center Self Service Trends Technology

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

Myra Golden

APRIL 11, 2023

A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. But how can they achieve this?

Strategy

Strategy Contact Center Average Handle Time First Call Resolution

Customer Experience Update

Back to Basics: Contact Center Trending Technology 101

Do More With Less: 3 Effective Strategies to Maximize Your Contact Center’s Potential

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