In any contact center, productivity measurement requires balance and optimization. In last week’s article, we discussed balancing productivity with quality. Now we’ll move on to developing a balanced ...

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 ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

CC (Call Center): How well do companies understand the value that their call centers represent to their business prospects? Are there ways for non-call center execs to measure the contribution that ...

Executives in every type of organization are concerned with how well its resources are being put to use. That is especially true in a call center environment in which more than two-thirds of operating ...

Call centers face an big challenges improving key call center metrics and there’s no shortage of vendors or tools each promising better outcomes than the next. Editor's Note: This is part 2 of a 4 ...

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, ...

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.

Summary: When a Sales Director says, "No data, no decisions," you know there's an analytics story worth telling. After the Zoho Analytics 5.0 launch, Call Center Sales Pro's Marc Fishman told me how ...

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 ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

A call center is a division of a business, or a third-party firm representing a business, that conducts inbound and outbound communication with prospects and customers. Small business owners often ...