Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t ...

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 ...

New analytics tools empower agents and supervisors to optimize performance, staffing, and wellness in real time. Occupancy Rate is one of the most important metrics in contact center management. It ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

At the height of the COVID-19 pandemic, when most companies shifted the majority of their contact center employees to work-from-home agents, dashboards and notifications for managing contact center ...

Call centers are crucial to a customer's satisfaction with a company. A call center gives customers help and information for troubleshooting products, paying bills or signing up for new services.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...