March 11, 2020
Increase Your Contact Center Agent Efficiency
As with many things in life, the Pareto Principle, named after Italian economist Vilfredo Pareto, applies to contact center efficiencies, too. And in a call center, it might mean that the 20% of calls that go off script require 80% of the time agents spend on the phone.
June 7, 2019
Strengthen Your Customer Success Team
As your company grows, it may become clear that a new or bigger team is needed to focus on customer success. Here are a few steps you can take to build a strong customer success team.