What is the First Contact Resolution Formula? A Comprehensive Guide
The FCR or First Contact Resolution formula is one of the most important metrics when…
Telvista Insights
How to Supercharge Your Sales Performance with Quality Assurance?
Every outbound contact center wants to close more sales, but success is never defined by…
How Brands are Using the Metaverse to Improve the Customer Experience?
While most people think that the metaverse is still a quirky new concept, companies who…
Why Intellectual Curiosity Is an Important Attribute to Work?
A talent’s success is dependent on its ability to provide value. If they fail to…
7 Customer Service Apology Statements
It is not uncommon to run into frustrated, or angry customers when they encounter an…
The Pros and Cons of Hiring Employees vs Contractors
The modern world is experiencing changes at the speed of light. With numerous other factors…
What Does Voice and Non-Voice Process Mean in BPO?
BPO is a smart working strategy that companies utilize to scale their business, reduce operational…
What Is After Call Work (ACW) and How to Improve or Remove It?
After call work or ACW is an important KPI that businesses must measure to improve…
Use of Empathy Statements Is Integral to Your Customer Service
It is not easy to become a successful customer service professional. If you want to…
Probing Questions to Improve Customer Service And Close More Sales
Asking the right questions and knowing which ones are the best fit for the occasion…
What Is Call Abandon Rate and How to Measure It?
Nothing is more frustrating for customers than having a long wait time before they can…
4 Best Contactless Payment Apps for Small Businesses
With COVID came many challenges for small businesses that required making changes to the way…