Contact centers are essential to everything from building brand loyalty to improving efficiency and productivity and..
The value of big data lies in how you analyze it. Gathering and analyzing structured and unstructured data is important to..
The ultimate goal for your call center is to provide a positive customer experience. However, building brand loyalty and..
This blog has been updated in July 2019
Working as a call center agent can seem like a tedious, thankless job. In some cases,..
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If you can’t measure it, you can’t manage it, especially when it comes to quality assurance.
Your contact center and the teams that staff it are ultimately responsible for delivering a consistent and positive customer..
If you are a call center or quality assurance manager, then you likely use call center metrics to measure your agents'..