What is CSAT And How Can It Help Your Business to Thrive?

In an age where the average service provider or freelancer flings out acronyms at confusing speed, it can be hard to keep track of what they all mean. CSAT is short for customer satisfaction and this measurement system is particularly accurate in measuring a business’s product and service. Retaining customers for repeat business should be […]

Is a Call Center Your Next Outsource Move?

Outsourcing is not a luxury meant solely for elite companies – today it’s easier than ever to leverage this strategy like a pro. In our age of high-tech communication, anything from IT support to payroll to sales can be handled by skilled partners located anywhere. If you’re looking for live chat support, email services, after […]

What is After Call Work in a Call Center?

There is a lot more to working in a call center than simply picking up a phone. After call work (ACW) is every bit as important as the calls themselves, but what exactly is ACW? After call work involves everything the operator does once the call has ended. Typically, in order to maintain peak efficiency, […]

3 Ways to Future-proof Your Call Center

The need to future-proof your call center is a necessity given the scale at which technology has been developing. The internet has made it possible for customers to independently learn more about products and services, which, in turn, means that they know what they want and are more demanding about it. Given the ever-evolving nature […]

5 Important Performance Metrics that an Inbound Call Center Should Be Tracking

Modern technology has made it relatively easy for Call Center Managers to determine how well the call center is doing in terms of performance, measurement as well as tracking. However, sifting through the amount of information that’s available can be an overwhelming experience. Reviewing every single metric that’s available is not a very productive use […]