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Call Centre Blog

As the multichannel approach continues to prosper in call centres, more companies are playing around

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First Call Resolution, often simply abbreviated as FCR, is a common metric for call centres.

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A new survey has found that approximately 3.7 million people are employed in the contact

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Reducing complaints is a major part of call centre work, and whilst frontline agents attempt

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Time and time again, call centre agents are hearing just how important it is to

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