Contact Center

When to Play It Safe and When It’s Risky Business

Image credit: Warner Bros. Entertainment Inc. Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable behavior. Now, with the emergence of Artificial intelligence (AI) in every facet of …

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Best Practices for Workflow Automation in a Contact Center

Getting work done in a contact center isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying to emails or organizing cases in a workflow management system. If you’ve ever asked a contact center agent how long it takes to clear out their …

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Your Cost per Contact Service Desk Metric May Be Too High

  stevepb / Pixabay The Cost per Contact metric, also referred to as Cost per Call, measures the level of financial efficiency that your service desk delivers as it supports and provides help to customers. What Is the Cost per Contact Definition? In its simplest form, Cost per Contact is the total cost of operating …

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