Ideas for teams who answer customers
Guides, comparisons and product news on omnichannel support, AI agents and cloud telephony.
What is case management in a contact center
A case is the record of one interaction: an ID, a queue, an assignee, timings, an outcome and the conversation itself. What that record has to contain, why there are seven timings on it, and five questions that tell you whether yours works.
How to measure CSAT when almost nobody answers the survey
A CSAT score built on the few customers who rate is a score of the people who felt strongly. What AI scoring every closed conversation changes, what it genuinely cannot tell you, and how to run both without fooling yourself.
How to set contact center SLA targets that survive a bad week
Most contact center SLAs are inherited from a telephony convention, applied to channels it was never written for, and measured on a denominator that excludes the customers who gave up. A method for setting your own instead.
What breaks when a contact center passes 200 agents
Four things fail as a contact center scales past a couple of hundred seats, and none of them is throughput. The licence model, the routing model, supervision and the reporting all stop working at roughly the same point.
The contact center software RFP checklist
The requirements an enterprise CX team should put in a contact center RFP, grouped by section, including the questions vendors would rather you did not ask about pricing at scale, recording retention and deployment.
The best contact center software in Southeast Asia
A comparison of seven contact center platforms for teams operating in Southeast Asia, on the things that actually decide it here: the channel mix, per seat against per resolution cost, local numbers, and whether voice and chat share one clock.
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