Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

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 ...

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, ...

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 ...

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 ...

Call centers typically experience a high employee-turnover rate. Therefore, employers look for ways to retain and reward the top producers. Pay is often tied to productivity -- and for that to happen ...

If C-level leaders of a company were asked what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some ...