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How to Manage Increases in Call Volumes

How to Manage Increases in Call Volumes

Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time. The uptick in...
11 Ways A CRM Benefits the Remote Contact Center

11 Ways A CRM Benefits the Remote Contact Center

11 Ways A CRM Benefits the Remote Contact Center As a contact center leader, your top priority when transitioning onsite agents to work from home is to keep them productive & connected. But that isn’t the only challenge. You’ll also need to keep security &...