This is a difficult question to answer since there are infinite factors that can affect the call volume in a call center. However, there are certain times of year and particular events that create patterns in these fluctuations. So, it’s...

Did you know that for 90% of Americans, the quality of a brand’s customer service determines whether they choose to do business with the company? While positive experiences help you retain customers and attract new ones, negative interactions affect their...

Did you know that approximately 75% of a call center’s costs stem from its labor needs? Therefore, it’s important that you have the right team and AI when managing the ups and downs of staffing your contact center.

At P3, we know that customer focus is the foundation to creating a positive experience and loyalty. We help our clients prioritize customer needs and take a 360-degree view of the customer journey in a constant effort to improve the...

The word ‘no’ is a powerful one. Negative language affects the customer experience in ways you may not realize. In fact, every negative response shapes their perception and opinion of your company. If you continually tell your customers ‘no’ throughout...