3CLogic

FEBRUARY 7, 2024

Creating a seamless and customer-centric contact center that ensures you’re staying ahead of the competition requires a comprehensive digital transformation strategy. If your contact center isn’t embedded within your CRM or service management platform — such as ServiceNow or SAP — it’s time to raise an eyebrow.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Hodusoft

MAY 10, 2024

A Comprehensive Guide to Virtual Call Center and Contact Centers Even though virtual call centers and contact centers have been around for quite some time, they have gained widespread popularity in the last four to five years only. What Are Virtual Call Centers and Contact Centers?

virtual call center 52

virtual call center Call Center Contact Center call center software 52

Calabrio

MARCH 5, 2025

A higher FCR indicates that a contact center is handling more interactions efficiently and effectively in a single interaction, leading to increased customer satisfaction and reduced operational costs. Contact center managers can use these insights to refine processes, update knowledge bases, and provide targeted training to agents.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

Globitel

JULY 27, 2024

Riyadh Saudi Arabia, 2024 Globitel KSA, a leading provider of telecom and customer experience solutions, is proud to announce the addition of three new ISO certifications to its profile. I am proud of our team for their relentless efforts in achieving and maintaining these standards, said Nael Halawa, Managing Director of Globitel KSA.

industry standards 52

industry standards Government Healthcare Education 52

COPC

JANUARY 9, 2024

COPC: What were the driving forces behind Mastercard’s commitment to elevating your practices to industry standards? By adopting new technology and expanding our team’s capabilities, we’ve contributed to Mastercard’s overall growth and positioned the company among the leaders in the contact center industry.

Customer Experience 74

Customer Experience Customer centricity Customer Care Best practices 74

AWS Machine Learning

NOVEMBER 22, 2023

AIM342 (LVL 300) | Advancing responsible AI: Assessing and mitigating risk Wednesday November 29 | 4:30 PM – 5:30 PM (PST) Risk assessment is an essential part of developing AI solutions responsibly, especially with emerging industry standards and laws regarding AI risk, such as ISO 42001 and the EU AI Act. Reserve your seat now!

Engineering 129

Engineering Best practices APIs Government 129

Hodusoft

AUGUST 8, 2024

billion online shoppers around the world as of 2024. Important Metrics And Kpis For Inbound Call Centers In E-Commerce Firms Best Practices For Managing Inbound Calls In E-Commerce Companies What is an E-Commerce Inbound Call Center? The international industry standard of ASA is 28 seconds.

Call Center 52

Call Center call center software Abandon Call Upselling 52

Calabrio

MARCH 7, 2025

Workforce Management Contact Center Forecasting Guide: Methods, Tips, and Tools for 2025 Share If operational efficiency and peak performance are your top goals, then implementing a sound contact center forecasting process might be the single most important thing your organization can do.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52