The 5 Most Important Metrics Every Call Center Should Be Tracking

What can abandon rate tell you about your call center’s staffing levels? Well, quite a lot in fact. Your phone system is brimming with powerful analytics about your call center’s performance—insights that can be directly translated into data-driven decisions that impact the bottom line. These detailed analytics remain primarily untapped by contact center managers. While [...]

By |2019-11-03T08:42:41-08:00April 1st, 2019|Contact Centers|Comments Off on The 5 Most Important Metrics Every Call Center Should Be Tracking
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The 9 Commandments of Contact Center Customer Service

I just finished a piece on what I call the “Rental Economy”. Whether it’s a Cloud-based product like Office 365 or a (used-to-be?) hardware/infrastructure-related system like your business phone system, many businesses, Packet Fusion included, are now “renting” at least some of their business tools and services via an “As-a-Service” model. Whatever you think of [...]

By |2018-10-09T14:49:07-07:00May 13th, 2014|Contact Centers|Comments Off on The 9 Commandments of Contact Center Customer Service
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