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 ...

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.

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 — ...

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 ...

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, ...

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 ...

The metrics used in call centers are often analyzed and then acted or reacted upon. The data in the form of abandoned calls, dropped calls or lost calls pretty much means the caller hung up. Why the ...