Your company’s inbound call center is a crucial liaison between your products and services and the customers that keep you in business. A poorly-functioning inbound call center can impact sales, ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

Sixty-five percent of customers find it more convenient to contact businesses by phone, as compared to only 24% who prefer to fill out a web form. That is why digital marketers must combine data for ...

How does a contact center know it’s consistently delivering high quality service? It begins with setting metrics. The right metrics or key performance indicators (KPIs) should effectively measure a ...