CSM Magazine
MARCH 16, 2022
A leading provider of mechanical and electrical building services says a new job management system is helping it to win more business. Founded in 2005, Quora Group works nationwide with a range of clients across the public and private sector. Quora also uses live tracking for its emergency call-out service. “We
Xaqt
FEBRUARY 6, 2020
Back in the winter of 2005, Jason Kolb (my cofounder and CTO of Latigent) and I penned an article for Business Management magazine titled BI with an IQ. Rewind it Back Let's take a look back to 2005 when "Web 2.0" In it, we paint the picture of a utopian contact center in which systems are fully integrated and intelligently automated.
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Callminer
AUGUST 1, 2017
This will improve campaign performance overall including agents’ service levels. The routing engine delivering the contacts must be optimized in such a way that your customer’s experience is both brief and successful. Since time is money in a contact center, first contact resolution is a primary goal, regardless of the industry.
Xaqt
JUNE 22, 2020
or "Does Service Level include Calls abandoned?"). Data Modeling and Normalization As there exists no master data dictionary for the call center industry, there also exists no normalized data model that maps data from the various vendors into a schema that can be easily queried by analysis engines. Now that can happen too.
Quiq
NOVEMBER 9, 2022
It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). At the most basic level, your customer service team’s performance is measured by how many people they can serve in a period of time, which means time is money.
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