How Long Should It Take Your Agents to Reach an Interpreter

In a contact center environment, Average Handle Time (AHT) is king. Centers operate on tight margins, necessitating that every call be handled efficiently to keep the queue clear. Today, [...]
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Boosting First Call Resolution with a Quality Language Services Partner

Customer Think, a “global online community of business leaders striving to create profitable customer-centric enterprises,” recently published a list of contact center metrics that matter [...]
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Reducing Customer Friction | Contact Center Priorities 2018

Making the customer experience run smoothly from start to finish is the number-one priority of US contact center leaders in 2018.
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