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 ...

AI promised relief. Instead, many agents are juggling dashboards, prompts and metrics that quietly increase stress and erode ...

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 ...

Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact center ...

– Insights into the acceleration of self-service and automation technologies. – Understanding the empowering role of AI in optimizing contact center agent workflows. – Analysis of key KPIs such as ...

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 ...