Do we need WFM?

January 22, 2018

Companies often struggle with the question, “Do we need WFM?”  The adage rings true – we don’t know what we don’t know! So how can you determine if WFM would reap huge efficiency gains for your call center?  You can ask yourself and your management team these questions, and chances are if you say yes […]

The reason? Callback Queuing …

October 17, 2017

Customers rave about how much smoother things are going in their call center, how their clients are so much more pleasant to work with, and how customer loyalty has increased.  The reason? Callback Queuing allows their customers to leave their desired callback number, they keep their position in queue, and instead of holding on and […]

So, why should we pay for the email module ?

August 31, 2017

“So, why should we pay for the email module.  Our email server works great.  We already distribute emails to our agents, and they get to them when they are not on calls.  Our system works fine for what we do.” We hear this a lot, actually.  But there are SO many advantages to utilizing multi-channel […]

Why choose Vuesion over a reporting package?

March 30, 2017

If you are wondering what the advantages are between a full multi-channel contact center or a standalone reporting package, and are trying to understand the key advantages of each, then this post is for you. At BBX Technologies, we often come across customers who will ask this question during our product webinars. We take this […]

Measure for Success

September 29, 2016

It is so important for call center managers to benchmark their contact center’s performance. With proper benchmarking, you can determine just how well your operations are running. BBX can assist you in measuring 5 popular call center benchmarks: Service Level, Average Speed to Answer, Abandonment Rate, Call Duration, and First Call Resolution, to help you […]