Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...

This is second in a series on call center benchmarking. Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s what you should consider.

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Well, as Fishman admits, he is metrics-obsessed: Everything I do is based on metrics. I still firmly believe in the mantra of 'no data, no decision.' So everything we do has to be measured somehow, ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

Just as many entrepreneurs of ideas and inventions try to come up with the gadget or concept that can solve all of your problems, there have been call center guides that attempt to address every ...