Call Centre Software Blog

Your go-to for the latest customer experience news and weekly call centre tips.

Blog
Andrew Huang

Customer Service for Utilities Is All About Context

To keep customers safe and informed, utility companies need to provide easy-to-use omnichannel communications for scheduling service visits, paying bills, finding answers to frequently asked questions, and inquiring about outages and emergencies.

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Blog
Shelby Bozekowski

Predicting Contact Center Average Handle Time

Average handle time, or AHT, is one of the most important contact center metrics. It characterizes the duration of call processing by agents and has a strong impact on the whole operation of the contact center.

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Blog
Shelby Bozekowski

Create Effortless and Personal Experiences for Travel Customers

Taking vacations is a wonderful way to relax, de-stress, and spend time with friends and family. Vacations are also an opportunity to have new experiences, like visiting new places around the world and trying new activities. But vacation relaxation can be easily doomed if your travel and hospitality providers fail to deliver a great customer experience.

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Blog
Shelby Bozekowski

What Contact Center KPIs Are on Your Dashboard?

In our last blog, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.

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