Most healthcare call centers still evaluate agent performance using narrow, speed-focused metrics, despite industry data ...

Rachel Papka explains why healthcare contact centers shape patient anxiety, access and trust long before a clinician enters ...

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 pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

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 ...

Summary: When a Sales Director says, "No data, no decisions," you know there's an analytics story worth telling. After the Zoho Analytics 5.0 launch, Call Center Sales Pro's Marc Fishman told me how ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...