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 ...

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 ...

As proactive contact becomes an integral part of customer care, the lines between outbound and inbound customer communications in the contact center are blurring, and this convergence is only going to ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...

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 ...