In a survey, which focused on call center technology conducted at the recent Annual Call Center Exhibition (ACCE) conference, contact center managers were asked a series of questions on the impact of ...

Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact 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 ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

– Insights into the acceleration of self-service and automation technologies. – Understanding the empowering role of AI in optimizing contact center agent workflows. – Analysis of key KPIs such as ...

We're all aware that the contact center typically collects and houses more information than any other department within an enterprise. But no contact center has ever optimized its performance -- and ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...