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Support Metrics: Occupancy Vs Utilization

Explore the distinction between occupancy and utilization metrics in customer support, highlighting how each metric measures different aspects of agent productivity and efficiency.

Call Center Customer Support

What Is Successful Call Center Performance Management?

Strategies for effective call center performance management and tips for achieving success in managing and improving call center performance.

Call Center Management Performance Management

7 Tips for Effective Call Center Quality Monitoring

The blog “7 Tips for Effective Call Center Monitoring” provides valuable insights and practical tips for implementing a successful call center monitoring program, ensuring quality assurance, and enhancing customer satisfaction.

Call Center

What are BPO and BPM?

BPO and BPM are essential components of modern business operations, with BPO involving the outsourcing of specific tasks or processes to external service providers, while BPM focuses on optimizing and improving internal processes for increased efficiency and productivity.

BPO Business Process Management Business Process Outsourcing

Peak Support Q&A: Angeline de Leon

Peak Support Monthly Q&A provides insights into Angelina de Leon personal interests, achievements, and experiences, showcasing her role as the Service Delivery Manager at Peak Support

Q&A Recruiting & HR Talent Acquisition

Insourcing vs Outsourcing: What’s the Difference?

Explore the distinctions between insourcing and outsourcing, highlighting the benefits and considerations of each approach to help businesses make informed decisions about their operational needs.

Business Process Outsourcing Outsourcing

The First 90 Days for New CX Leaders

A comprehensive guide for new customer experience leaders, offering practical strategies and insights to navigate the initial phase of their role and drive impactful results.

Customer Experience Leadership

Probing Questions Can Help Your Customer Support

Explore the power of asking effective probing questions in customer support interactions, providing practical tips and strategies to enhance problem-solving, understanding, and overall customer satisfaction.

Customer Support

A Guide to Reducing Hold & Chat Wait Times

A comprehensive resource for contact center managers, providing actionable strategies and best practices to minimize hold and chat wait times, improving customer experience and operational efficiency.

Call Center Customer Service Live Chat

Peak Support Q&A: Whitney Collurafici

Peak Support Monthly Q&A provides insights into Whitney Collurafici personal interests, achievements, and experiences, showcasing her role as Director of Client Services at Peak Support

Q&A Recruiting & HR Talent Acquisition