First call resolution (FCR) is a metric that measures a contact center's performance in resolving the customer's question, problem, or other interaction on the first call. Measuring FCR is essential...
Are you faced with call center burnout? Feel like you're continuously firefighting? You’re not...
Customers expect to have the same experience regardless of the delivery channel. Whether it is...
Your contact center is possibly an essential part of the company. Whenever a customer calls in,...
There is a misconception that being a call center agent is an easy job. It can actually be...
Inbound calls are the best source of leads over any other channel. They are the source of the...
Simplicity is committed to providing our clients with the most up-to-date features that enable your...
Many businesses operate call centers so that their customers can receive fast, reliable, and great...
When a business decides to open up their own call center, they have to make many important...
Customer service managers always look for better ways to streamline, manage, and improve service...
