Over the past two years, I’ve been making the point that near edge and far edge are utilitarian terms at best, but they fail to capture some really important architectural and delivery mechanisms for edge solutions. Some of those include as-a-service consumption versus purchasing hardware, global networks versus local deployments, or suitability for digital services…
Want to enhance your contact center operations, elevate customer service quality, and improve agent performance? You cannot do that until you know what is going on in your contact center— what’s working and what’s failing. And that’s where contact center reporting can help. Contact center reporting inherently leverages a data-driven approach to make decisions. And…
Managing call center overflow is crucial for maintaining customer satisfaction and operational efficiency, especially since the majority of call centers aim to answer 80% of incoming calls within 20 seconds. Call center overflow happens when incoming call volume surpasses the call center’s capacity to handle them. Effective management strategies ensure that customer inquiries are addressed…