Throughout 2023, WBENC is recognizing and celebrating WBEs who have demonstrated remarkable resilience and capacity to reinvent themselves. The 2023 WBE Stars are being honored for perseverance and excellence through reinvention and innovation, despite the unprecedented challenges of recent years. Meet Deborah Ward, Founder and CEO of Televergence Solutions—a nationwide VOIP Telecommunications company that, …
In an effort to eliminate unlawful text messages, the FCC has published a draft order on rules that includes the following provisions: Close the lead generator loophole by requiring one-to-one consent Texters and callers must obtain a consumer’s prior express written consent from a single seller at a time, i.e., one-to-one consent. Consent must …
Federal Communications Commission (FCC) Publishes Draft New Rules for Robotexting Read More »
The DO NOT CALL Act has been introduced in the House of Representatives to create stricter penalties for illegal robocalls, including time in prison. This legislation, Deter Obnoxious, Nefarious, and Outrageous Telephone Calls Act of 2023, was originally introduced in the previous term and is now reintroduced. If passed, the law would increase penalties for …
The Federal Communications Commission (FCC) announced on June 15th, 2023, a slight increase in the proposed Universal Service Fund (USF) contribution factor for the third quarter of 2023 to 29.2% from the previous quarter’s 29%. Reforms to the USF contribution system are expected to take significant time to materialize, so the industry should anticipate …
As the owner, founder, and CEO of Televergence, I’d like to share with you the history of our brand. I began my telecom career in the eighties with the breakup of the Bell Telephone dynasty. More than 33 years ago, I started Televergence and became the 1st female CEO of a telecom carrier in …
For over 33 years, Televergence has been saving customers an average of 30% over AT&T and Verizon on toll free and long-distance services for contact centers and other high-volume users. The Televergence Cloud Phone System is ideal for SMBs and enterprise customers with remote workers and is priced to save them an average of 30% …
Televergence previously provided information on 5 critical contact center KPIs that measure and impact contact center performance, efficiency and customer satisfaction. Below are industry standards and strategies for improving those KPIs. First Contact Resolution (FCR): The industry standard for FCR is a score between 70% and 75%. Strategies for improving this KPI include: Define Individual …
Strategies for Improving Critical Contact Center Agent Key Performance Indicators (KPIs) Read More »
Working remotely offers flexibility with both work hours and location. While many organizations offered this option prior to the pandemic, it rapidly became the norm for the greater part of 2020 as companies looked to flatten the curve and remain in compliance with health and regulatory agencies. Remote work is quickly becoming one of the …
The analysis of contact center KPIs that impact customer satisfaction, agent effectiveness, and efficiency are critical to a contact center’s management. While most contact center management teams agree that KPIs have value, it is often debated which KPIs are most valuable. The KPIs shared and defined below are considered to be standard in most contact …
Critical Contact Center Agent Key Performance Indicators (KPIs) Read More »
