SAN JOSE, Calif.--(BUSINESS WIRE)--Calix, Inc. (NYSE: CALX) honored its customer, Silver Star Communications (Silver Star), with a 2023 Calix Innovations Award, recognizing them as a “Giant of ...

Designed for patient access directors and call center managers, the scorecard addresses a persistent measurement gap in healthcare contact center operations: the disconnect between speed-based metrics ...

Businesses can reduce costs and improve CX by improving FCR rates. However, the report notes that a high FCR rate may mask underlying problems. “If the business had been handling live calls that were ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and what to do if they’re not. Call flow is the entire path your customer takes when ...

The contact center is resource-intensive. While human resources account for the largest share of costs, other aspects like technology, infrastructure and training also contribute. On top of this, high ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...