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 ...

Well, all of our data right now for the call center side is run through this proprietary app called Fusion. And I just asked the universe, so to speak, 'Well, what happens if instead, we took all the ...

Almost 80% of your agents show up to work without knowing what’s expected of them. Too many business leaders see the contact center as a cost center, so developing and investing in agent performance ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

In any contact center, productivity measurement requires balance and optimization. In last week’s article, we discussed balancing productivity with quality. Now we’ll move on to developing a balanced ...

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 ...

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 ...

LOS ANGELES--(BUSINESS WIRE)-- Global nutrition company, Herbalife (NYS: HLF) , announced today that its North American call center has been recognized as a leader in its field by being placed in the ...

STAMFORD, Conn.--(BUSINESS WIRE)--Synchrony Financial (NYSE:SYF), a premier consumer financial services company with 80 years of retail heritage, today announced it is the highest-rated financial ...