Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

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 ...

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 ...

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 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 ...