Identifying and improving performance measures connected to the success or failure of today’s contact center are crucial for multichannel merchants. To gauge the efficiency and effectiveness of ...

Changes to the metrics contact centers use to establish success is one way we see the industry evolving today. Another? The slate of new tools contact centers use to get their jobs done efficiently ...

Every merchant wants his contact center to be better than average. So how do you get yours to break away from the middle of the pack? Two areas of measurement are pivotal, says Jay Minucci, vice ...

ANN ARBOR (WWJ) --Private sector contact centers are lagging behind a surprising entity -- the government -- when it comes to satisfaction, according to a new study by CFI Group, the Ann Arbor-based ...

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 ...

Contact center analytics can help you make data-driven decisions. Learn how to interpret key metrics and solve pressing problems with data. Discover the best ways to get call center queuing times ...

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 ...

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 ...

78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,000+ consumers, 100+ contact center ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...