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, ...

Learn how contact center managers can reframe call center QA scorecards as personalized development roadmaps that drive agent skill growth, increase engagement, and build long-term career paths ...

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.

Summary: When a Sales Director says, "No data, no decisions," you know there's an analytics story worth telling. After the Zoho Analytics 5.0 launch, Call Center Sales Pro's Marc Fishman told me how ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

The metrics used in call centers are often analyzed and then acted or reacted upon. The data in the form of abandoned calls, dropped calls or lost calls pretty much means the caller hung up. Why the ...