How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a ...

Learn how a call center compares with its industry peers, the industry average, and world-class performers for the top call center benchmarks and industry standards. The top call center benchmarks ...

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 ...

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 ...

Call centers typically experience a high employee-turnover rate. Therefore, employers look for ways to retain and reward the top producers. Pay is often tied to productivity -- and for that to happen ...

Customer Satisfaction (CSAT) is crucial for call centers to measure and improve customer experience (CX). It's favored for its widespread understanding, research, and simplicity in conveying to ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...