Process Management
Contact center Process Management is a term we use to describe the activities and technologies required for handling and managing incoming [...]
Round Robin Distribution
To avoid artificial intelligence in the call center working hours, a supervisor can use a round-robin tool, which will randomize the call order [...]
Social Network
Social networking is a tool that enables individuals, business and other organizations to create, maintain and expand their social networks [...]
Trend Rate
Trend rate refers to the number of calls handled by an agent, in a single unit of time. In call center business, it is usually referred to as [...]
Web Self-Service
What is Web Self-Service ? Web Self-Service allows you to take care of your non-urgent requests by yourself. Your services are available the web [...]