A call center is a centralized department that handles both inbound and outbound calls from existing and new clients. Call centers are either housed within a corporation or outsourced to a firm ...

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, ...

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 ...

Customers who reach out to customer service departments expect agents to solve their problems quickly and efficiently, but that depends on call center utilization rates. Call center utilization rate ...

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 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 ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. If you can only read one tech story a day, this is it. We use ...

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must.

The key to a contact center's success is having agents who can work with customers to resolve their issues efficiently and effectively. Organizations must measure and report contact center agents' ...

Phone calls remain one of the most direct and trusted ways to serve customers — especially when issues are complex, emotional, or urgent. While digital channels have seen tremendous growth, phone ...

So many of the problems within an organization can be chalked up to the same fundamental issue: focusing on or emphasizing the wrong combination of metrics. Metrics may seem like a minor consideration ...