In a survey, which focused on call center technology conducted at the recent Annual Call Center Exhibition (ACCE) conference, contact center managers were asked a series of questions on the impact of ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

See more videos from CX Connect 2021 on the CRM YouTube channel. Read the complete transcript of this clip: Kent Nicholas: Being able to brand the call is one thing, but also being able to understand, ...