25 Nov

Call Center Metrics: The Numbers We Don’t Look at Drive the Numbers We Do

Bob Fletcher

In the contact center, metrics are always important. Whether in-house or outsourced, you can’t manage what you don’t measure – […]

9 Sep

Measuring Agent Satisfaction: Why E-Sat Should Be a KPI in Your Contact Center

Greg Levin

If you are a contact center director, manager or supervisor, you most likely value your agents. You most likely strive […]

3 Jun

2020 Vision: A Glimpse Into the Contact Center of the Near Future

Greg Levin

 While at a contact center conference recently, I saw a very odd-looking little man who seemed rather nervous and out […]

6 May

Customer Service Delivery in the Utilities & Energy Sector: Some Good News and More Work Ahead

Matt McConnell

For the utilities industry, recent years have brought good news along with the realization that there is still work to […]

1 Apr

3 Key Ways to Tame the Big Data Beast of Contact Center Metrics

Greg Levin

Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]

27 Mar

3 Contact Center Metrics You Should Hide from Your Agents

Jim Rembach

There are metrics generated by your switch or other reporting platforms that you do not want to put in a […]