Articles with 'Twilio'

December 26, 2024

March 15, 2018 Last Updated: March 15, 2020
Justin

Twilio Flex contact centre platform is now available enabling customers to instantly deploy an omnichannel contact centre platform.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

How to Make Remote Work Engaging and Fun for Everyone

January 28, 2021 Last Updated: October 15, 2021
Using Emotion and Logic in Sales

March 3, 2021 Last Updated: December 16, 2023
Getting past gatekeepers when cold calling

August 6, 2020 Last Updated: December 16, 2023