How expensive is a new CSR?
Contact centers have a lot of daily challenges and high on the list is hiring, training and retaining a consistently high-performing organization of customer service agents (CSRs). The technology solutions and procedures chosen to enable, track, and manage the contact center can have
Read More3 Key Barriers in seeking to improve call center operations
The absence of relevant metrics and process documentation can lead to call center managers and operators being lulled into a false sense of security. Call centers routinely collect data on “average” performance, such as average handle time, average speed of answer and aver
Read MoreHidden time thieves in your call center
Is it the complex telephony infrastructure? Are your IVR menus too complicated? Too many levels? Is the skill based routing off? Hunt groups are setup wrong? Possibly, but these issues jump off the page and if your call center was having this type of issue, the KPI’s wouldn’t li
Read MoreAbout iTeres Group
iTeres provides services to companies ranging in size from Fortune 500 to local/regional operations across many industries. We have built our reputation for results on our clients' success and we strive to create partnerships where the collaborative relationships we enjoy with our clients yield measurable results and recognition for them and we become a trusted advisor and an integral part of our clients’ teams.
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