Customer escalation is a situation that arises when a customer’s issue or complaint is not resolved to their satisfaction by the first line of support.

A virtual receptionist can be a great addition to any small business. By having someone answer your calls and take messages, you can free up

If your call volume is high and you’re not sure how to handle the overflow, don’t worry! You’re not alone. Many businesses struggle with call

These days, it seems like good help is hard to find when it comes to growing and sustaining a retail business or brand. As your

Seasoned customer service agents may think they know everything there is to know about the industry and how to handle certain circumstances. But it doesn’t

Call centers use a variety of different metrics and key performance indicators (KPIs) to track overall customer satisfaction rates and improve their operations. Occupancy vs.

More often than not, medical professionals don’t work the standard eight-hour shifts to which employees in other industries are accustomed. A typical shift for a

During the COVID-19 pandemic, call centers faced a number of challenges including a sudden influx of complex customer phone calls and emails while dealing with