Filipa Silva at Talkdesk outlines how to achieve the best business results by optimizing the average speed of answer and call average wait times.
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Lorraine Kelleher at Spearline explains how research highlights the continued importance of phone calls to ensure an optimal customer experience. However, many organizations are blind to the issues impacting their external network.
The career of a call center agent is often short-lived, with research suggesting that call center workers aged between 20 and 34 years old stay with an organization only about one year on average.