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 ...

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 — ...

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.

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, ...

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, ...

The metrics used in call centers are often analyzed and then acted or reacted upon. The data in the form of abandoned calls, dropped calls or lost calls pretty much means the caller hung up. Why the ...