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 ...

Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction's progress. In fact, the vast quantity of available ...

Companies are always looking for ways to improve their net promoter scores and increase customer satisfaction. Given the amount of time and investment it takes to acquire new customers, keeping ...

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 ...

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 ...

When life hangs in the balance, the speed with which a call is answered is critical. Contact centers that handle emergency 911 calls, therefore, often set their thresholds at around 100/3, meaning ...

Brian Tuite is cofounder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. Customer care agent training is especially critical these ...

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.