What is a Service Level Agreement (SLA)? A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that outlines the expected level of service quality. It defines the metrics by which the service is measured, as well as...
The Power of Call Center Analytics: Unlocking Actionable Insights In today’s data-driven world, call centers are no longer just cost centers; they’re treasure troves of valuable information. Call center analytics empowers businesses to transform raw data...
What is Scripting? In the vast landscape of technology, scripting languages play a pivotal role in automating tasks, controlling applications, and extending functionality. Unlike their counterparts, system programming languages, scripting languages don’t require...
What is First Call Resolution? First Call Resolution (FCR) is a crucial call center metric that measures the percentage of customer issues resolved during the first interaction, without the need for transfers, escalations, or follow-up calls. It’s a key...
What is Call Volume? Call volume refers to the total number of calls a business receives within a specific timeframe. This metric is crucial for businesses of all sizes, as it provides valuable insights into customer engagement, operational efficiency, and overall...
What is Call Logging? Call logging, at its core, involves the systematic recording and storage of metadata associated with telephone calls. This metadata typically includes: Phone numbers (originating and receiving) Date and time of the call Call duration Call type...
