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Many organizations face a difficult time choosing the best project management methodology. Choosing the best method from so many exclusive approaches can be very tricky. A few project managers indulge themselves in a certification course …

Agent utilization or the ratio of an agent’s work done to their work capacity is an essential metric that represents a call center’s efficiency. It tells you if your call center agents are underutilized or …

Time Doctor is known for providing valuable workday insights for managers and executives. Our thousands of happy customers – almost 10,000 worldwide – have taught us that our tools help employees, too. Employees can use …

When a customer contacts your business or brand, they may do so via your customer service.  Traditionally, the communication happened exclusively through voice calls in call centers. However, customers can now contact a company through …

With the COVID-19 pandemic, the world moved online.  Digital software and online shopping became increasingly popular among customers, which intensified the need for excellent customer service. And to match that, several companies like Amazon and …

Call centers can handle all the support services for your business without you having to break a sweat.  But there are two main types of call centers businesses can use: outbound and inbound. Outbound call …

A solid work-life balance is an essential element of employee well-being. If you’re an employer, it’s something you should not only care about but actively encourage your employees to improve and maintain. Study after study …

Do you know how expensive call center attrition can be?  Voluntary attrition of an employee is never a good thing.  When employees leave, businesses have to spend time and money to replace them with new …