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BroadSoft CC-One is Our New Brand for Contact Center Products

You may recall in February we announced that Transera was acquired by BroadSoft, the technology innovator in cloud communication, collaboration, and contact center solutions for businesses and service providers across 80 countries and the market share leader for cloud unified communications. Since then, the Transera team has been hard at work with our new family Read More

Contact Center Comics For a Quick Laugh

Sometimes working in or managing a contact center can be taxing. Customers can be disgruntled, and sometimes things just don’t go the way you would want them to. The trick to staying motivated and enjoying your job is to find the funny side of certain situations that are common in a contact center. So, just Read More

4 Reasons First Call Resolution Should Be Your Goal for 2016

First Call Resolution, or FCR, is crucial to the success of a contact center. When customers are able to have their needs addressed properly the first time they call a contact center, everything from customer satisfaction to sales improve. Contact center management should make First Call Resolution a metric by which they measure success, and Read More

Best Practices for Call Center Monitoring

Customer satisfaction is key to the success of a call center, and customer satisfaction lies in the hands of call center agents. To ensure that customers are receiving the best possible service, call center managers should monitor calls for quality assurance. To make call monitoring effective in improving customer satisfaction, call center managers must create Read More

8 Tricks For Reducing Average Handle Time in Your Contact Center

The longer the average handle time for contact center communications, the fewer calls a contact center can handle, thereby increasing queue times and adding to customer frustration. The average handle time is calculated by adding the total talk time, total hold time, and total wrap-up time – and then dividing by the number of calls Read More

6 Reasons Your Performance Management Processes Aren’t Working

Creating performance management processes is often a difficult task for contact center management teams. Many management teams do not know how to best evaluate employees objectively and implement processes that will improve employee performance. If current performance management processes are not working, contact center management teams should identify why the processes are not working and Read More

The Death of a Contact Center: Six Deadly Sins You Need to Watch For

Contact center management may believe that everything is running smoothly in their team, but there are some deadly sins that can slowly decrease productivity and increase customer dissatisfaction. The following deadly sins, if not avoided, can kill a contact center. 1. Keeping a customer waiting for too long Whether a customer calls, texts, emails, or Read More

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