Average handle time or AHT refers to the time taken by a contact center agent to respond to a query from the moment it is assigned until it is resolved.

Tinder, the dating app that made “swipe right” and “swipe left” part of our everyday verbiage, is winning the hearts of users and advertisers alike. The app’s user base of 50 million, 85% of which are between the ages of 18 and 34, has caught the attenti…

Is your average customer retention rate meeting your industry benchmarks? Read about retention rate and how to calculate it for your industry.

Follow Shannon Truax's journey from high school English teacher to head of social media at M&T Bank.

Boost your brand's online presence with these 11 actionable social media tips that are designed to enhance engagement.

Understand the basics of contact center operations – what it is and how the right CCaaS partner can streamline your service operations. Read more here.

Building customer loyalty can transform your business and take you miles ahead of the competition. Here are 10 ways to start fostering customer loyalty now.

Customer service analytics evaluates the quality of your customer support to enable competitive benchmarking and continuous improvement for boosting CSAT.

Call center burnout is a chronic occupational stress call center professionals face due to poor work-life balance. Here's how to identify and control it.

Inbound vs. outbound call centers is a decision that depends on your business goals, industry, budget and more. Learn and make an informed choice.

Learn how to handle customer complaints skillfully by leveraging these five actionable tips and real-life examples from customer support agents and supervisors.

Call center agent performance metrics indicate the speed at which your agents respond and the precision with which you expect them to answer. Read more.