Blog

Workforce Management (WFM) is all about assigning the right employees with the right skills to the right job at the right time- all to benefit overall contact center operations and ultimately customer service. Based on our experience, WFM in the contact center can and should be fluid; meaning managers must continue to evolve their techniques to achieve...

In part one of this series, we explored reasons to record your calls. This included quality management and various industry regulation. In part two of this series will explore reasons not to record your calls, specifically state laws regarding two-party notification. We will also discuss ways to keep your recorder compliant. State Recording Laws Recent political activity has created...

If there are reasons you should not record your calls, why is everyone doing it? The answer is easy. There are many good reasons to record your calls. For some it’s not a matter of choice – industry regulations mandate that they record some or all of their customer transactions. For other companies call recording and desktop screen...

The popularity of credit and debit cards in today’s society alongside the prevalence of identity theft has led to a recent uptick in interest surrounding the Payment Card Industry (PCI) Data Security Standard (DSS). As you look to secure and protect the data your contact center records, it’s important to understand the PCI DSS and its specific...

It seems that First Call Resolution (FCR) and Average Handle Time (AHT) have been at war with each other for longer than any of us can remember. In many call centers, both of these call center metrics are critical to the optimization of day-to-day operations. The big question is, “how can you provide excellent customer service that...