Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing ...

Your customers and agents will thank you for adding queue callback. Here’s why these virtual holds are a win-win for call ...

Regulators’ assessment of customer support centers has spurred recent lawsuits from insurers. But the metric “is going to ...

Depending on the center, agents have critical performance metrics they must meet. While they may be meeting many of those metrics in an over-utilized scenario, typically the quality of the call ...