Is Your Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume
Peak volume doesn’t have to be elusive for contact center supervisors. By understanding when it happens, you can ensure that you always have appropriate staffing. To best determine when peak volume is for your contact center, you’ll want to pay attention to specific metrics. Learning from your data will help you staff efficiently and improve customer experiences.
February 22, 2021
4 mins to read
Contact Center Financial Services Real Estate
Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers
Introducing the Intermedia Business Innovators series – where Intermedia honors business leaders who are improving customer care, employee engagement, and business operations through innovative thinking and decisive action. Hear the stories from the business innovators first-hand.
February 4, 2021
4 mins to read
Contact Center Software Enables an Omnichannel Strategy
Companies that execute a flawless omnichannel strategy are able to give customers what they want – consistent, personalized experiences. People don’t want to repeat themselves every time they talk to a representative, and they want fast resolutions to issues via their channel of choice.
January 13, 2021
4 mins to read
Ensure Efficient Contact Center Interactions with Customizable Call Flows
Every organization wants its contact center to be as efficient and effective as possible. Serving the needs of your customers shouldn’t be complicated or too technical to improve. With the right Contact Center as a Service (CCaaS) software, you can implement customizable call flows. With this technological feature, you can see dramatic improvements in your contact center operations.
January 5, 2021
4 mins to read
Contact Center Financial Services Real Estate
Cloud-Based Contact Center Software Enables Canada’s Largest Independent Mortgage Company to Better Serve Customers
Every business wants to be responsive to customer needs. Today’s customers now engage providers in various channels, and being able to track, monitor, and address these interactions is paramount to customer satisfaction. CMLS Financial, Canada’s largest, independently-owned mortgage company, shared their story with us about leveraging cloud-based contact center software to serve customers better.
October 1, 2020
4 mins to read
Nonprofit Credit Counseling Service Switches to a Hosted Contact Center Solution to Better Support Its Clients
Credit Canada’s Keith Emery shares the journey of his nonprofit credit counseling service and its successful transition to a hosted contact center solution.
July 22, 2020
3 mins to read
Tracking Contact Center Performance Without Missing a Beat: How to Monitor KPIs When the Team is Working Remote
Contact center managers regularly monitor their teams to ensure the utmost productivity in delivering fast issue resolution for customers with a friendly, approach. But what happens when the team, who may typically sit in the same office environment, suddenly becomes 100% work from home.
May 26, 2020
6 mins to read
Is Your Remote Contact Center Properly Staffed? Learn What Metrics Can Help You Understand Peak Volume
To ensure your remote contact center is able to handle peak volume times, you need to always have the right number of agents ready to answer calls. Adequate staffing is essential for providing callers the best possible customer experience. You also don’t want to make the mistake of overscheduling and wasting resources. So, what metrics should you look at to understand peak call volume?
May 19, 2020
5 mins to read
Should You Remote-Enable Your Contact Center?
Contact centers that embrace the “remote-enable” paradigm aren’t bound by geographic restrictions. Cloud contact centers can have agents not only in different rooms – but in separate buildings, cities, states, or even different countries.
March 13, 2020
7 mins to read
Your Guide to Choosing the Best Contact Center Software
Being able to give your customers a seamless experience when they reach out to your business is a huge competitive advantage. With the right contact center software, you have the power to create efficient interactions, meaningful insights, productive teams, and an overall superior customer experience.
December 18, 2019
4 mins to read
Business interest Contact Center Services Unified Communications
Your contact center should be cloud-based. Just ask Jerry…
Jerry believed as many do, that an upfront CapEx (capital expense) investment would be ultimately less expensive than the monthly recurring costs associated with cloud-based service. While this may seem logical at first glance, it’s not a true reflection of the difference between the purchase price and the actual total cost of ownership.
October 21, 2019
5 mins to read
Contact Center Moving to the Cloud
The Ins and Outs of Cloud-Based Call Center Phone Systems
Find out how a cloud-based call center can help you provide the best possible customer service with advanced features that also save you time and money.
November 30, 2023
6 mins to read