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Useful information in customer experience, tech support, sales and CX consulting. Read the latest on trends, tactics, and technology on outsourcing options.

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CALL CENTER GLOSSARY AAbandoned After Threshold: A key performance indicator (KPI) measuring number of calls disconnected after waiting in queue

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World Connection is proud to join the best in the Americas as finalists at the World’s largest global contact center

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Customer Service is a widely recognized term with incredible weight in Business; it can mean the difference between establishing a

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Business Disaster backup planning is essential for any size of organization. Creating a Disaster Recovery Plan can help a company

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It is important in all growing businesses to understand the benefits and the downside of outsourcing their technical support processes.

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A successful outbound call is determined by many factors, so it is vital to understand all areas that make it

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