Businesses turn to CCSP as a way to avoid getting distracted by managing their own call centers. Outsourcing is often perceived, first and foremost, as a cost-control exercise. However, I'd argue ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

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 ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

At the height of the COVID-19 pandemic, when most companies shifted the majority of their contact center employees to work-from-home agents, dashboards and notifications for managing contact center ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

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 ...