Home → Archives for Anwesha Roy
Contact Center
How to be an Awesome Contact Centre Supervisor
Measuring KPIs that Matter: What is First Contact Resolution (FCR)?
Understanding Agent Quality Score and its Components
How to Maximise Service Level Adherence
Measuring KPIs that Matter: What is Customer Lifetime Value?
Workforce Engagement Management
Using WFO in a Blended Contact Centre Environment
5 Tips for Improving Your Average Speed to Answer
What is the Difference Between Sales and Service Call Durations?
How to Setup a Multilingual Call Centre
Blending Emails with Phone Calls in Your Call Centre
What Are Workforce Optimisation Tools (WFO) and Why Do They Matter to CX?
What is Agent Idle Time in a Contact Centre?
CX and WFH 2021 Trends: CX Today Expert Round Table
Difference Between Multichannel and Omni-channel Contact Centres
How to Onboard Agents Faster: 5 Steps for Contact Centre Success
Traffic Spikes and Peak Periods in Your Contact Centre
