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 ...

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

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, ...

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 — ...