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How Do Call Centers Use Text Messaging?

How Do Call Centers Use Text Messaging?

The way call centers approach customer engagement has changed. Gone are the days when phone calls ruled the call center. Business text messaging has been on the rise.  Maybe this seems counterintuitive, or maybe you’re still not convinced texting is a...
How to Improve Average Handle Time

How to Improve Average Handle Time

Average handle time (AHT) is a metric used to measure the amount of time each call or live chat takes in the call center. How is Average Handle Time Measured? Average handle time (AHT) is the amount of time an agent spends handling a customer inquiry from beginning to...
How to Reduce Agent Turnover

How to Reduce Agent Turnover

Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for...