8 Benefits of Implementing an IVR in Your Contact Center
Today, when customer experience has unprecedented importance, extended hold times and unavailability of agents leave…
Telvista Insights
5 Workforce Management Challenges in Contact Centers and Their Solutions
Workforce management is essential to the operational efficiency of a contact center. Recruiting a vast…
The Rising Trend of Remote Customer Service Workforce: Is It Here to Stay?
Many employers still don’t take trends like The Great Resignation seriously and keep insisting for…
Difference Between Omnichannel and Multichannel Customer Support?
The terms omnichannel and multichannel customer support is often confused as both approaches leverage multiple…
What Is Contact Center Automatic Call Distributor – ACD? A Complete Guide
Contact centers keep evolving in response to market needs. An IT support company, for example,…
6 Steps for Building a Powerful Recruitment Dashboard
For any organization to grow and achieve long-term goals, recruitment is paramount. In today’s world,…
5 Ways Predictive Analytics Can Boost Contact Center Success
Contact centers have been leveraging innovative technologies such as AI, machine learning, and data analytics…
Customer Service 101: How to Deal with a Difficult or Angry Customer?
Having to deal with an angry or difficult customer is not uncommon in the customer…
What is the First Contact Resolution Formula? A Comprehensive Guide
The FCR or First Contact Resolution formula is one of the most important metrics when…
How to Supercharge Your Sales Performance with Quality Assurance?
Every outbound contact center wants to close more sales, but success is never defined by…
How Brands are Using the Metaverse to Improve the Customer Experience?
While most people think that the metaverse is still a quirky new concept, companies who…
Why Intellectual Curiosity Is an Important Attribute to Work?
A talent’s success is dependent on its ability to provide value. If they fail to…