All Topics
215 topics found, sorted by Newest.
Call Abandonment Rate
Learn everything about call abandonment rate — what it means, why it’s important, and how to calculate, monitor, and improve it for your contact center.
Escalation
Learn what a call escalation is, what its leading causes are, and best practices associated with escalation management.
Agent Assist
Learn more about what agent assist is, why contact centers need it, and how it can help improve your customer service.
Hosted Call Center
Learn everything about hosted call centers — definition, benefits, essential features, and the industry-leading call center solution to enhance your agent and customer experience.
Complaint Management
Learn all there is to know about complaint management, the components that make up a standard complaint management process, and the associated best practices.
Quality Monitoring
Find out how call center quality monitoring can help you score, evaluate, and improve your agent performance to drive higher CSAT ratings.
Market Research
Market research provides an in-depth understanding of consumer sentiment, buying behavior, and demand within the market. Learn how to use market research to stay relevant in your industry.
Brand Management
Learn more about implementing effective brand management strategies to appeal to and retain customers and increase revenue and market share.
Marketing Management
Learn how companies use marketing management to set company goals, develop business marketing strategies, and implement marketing plans to increase consumer engagement, attraction, and retention.
Consumer Insights
Consumer insights help businesses understand customer needs, perceptions, and purchasing behaviors. Learn how to use these insights to make actionable decisions.