The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

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 ...

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, ...

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 ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

Andy Traba is Vice President of Behavioral and Data Science at Mattersight, a company that spun out of eLoyalty about six years ago to pursue the idea that you can identify communication preferences ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

11 New Call Center Statistics, Including Turnover Rates of 30-45% Your email has been sent Do you know the most important metrics to measure in a call center? Uncover essential call center statistics ...