Latest Contact Center Best Practices

Apr 15

How to Tackle Reporting in a SaaS World

Posted by Kristen Braun on Apr 15, 2015 1:18:34 PM

Have you ever joined a fantasy baseball league? Statistics are vital to knowing whether or not to draft a player or trade them. It can be the key to winning or losing. The same can be applied to business. Accurate reporting can analyze key data related to employee performance, customer profiles, and can often be targeted to extract the direct information that you need from the pile. In the SaaS industry, this is something that is becoming more and more complex as new innovations arise. But why is this so important, and what should you be looking for when it comes to analyzing your data?


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Topics: big data, reporting and analytics

Nov 24

6 Ways to Manage High Call Volume During the Holiday Season

Posted by Guillaume Seynhaeve on Nov 24, 2014 8:52:00 AM

Consider the Following:

- 20-40% of yearly sales for small and mid-sized     retailers takes place during the last two months of the year
- 40% of consumers begin shopping before Halloween
- Black Friday sales are expected to top $2.4 Billion this year, representing 28% YoY growth

And what does a rise in holiday shopping generally mean for businesses?  More sales, obviously. But it also tends to imply an increase in call volume tied to clients inquiring about purchases, requesting additional support, making inquiries, and also submitting the occasional complaint. 

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Topics: crm integration, multichannel call center, CRM, remote agents, scalability, self-service, kpis, at-home agents, IVR menu, IVR, high call volume, multichannel communications, business intelligence, workforce management, reporting and analytics