Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...

So many of the problems within an organization can be chalked up to the same fundamental issue: focusing on or emphasizing the wrong combination of metrics. Metrics may seem like a minor consideration ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

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.

Proven tools matter. Contact center technology succeeds when it improves FCR, AHT or CSAT, not when it simply adds more features. Agent support wins. AI and automation deliver when they amplify agents ...

When life hangs in the balance, the speed with which a call is answered is critical. Contact centers that handle emergency 911 calls, therefore, often set their thresholds at around 100/3, meaning ...

INCLINE VILLAGE, Nev., Oct. 31, 2019 /PRNewswire/ -- Earlier this week, Jeff Rumburg, Co-Founder and Managing Partner of MetricNet, presented three sessions at the Annual ICMI Contact Center ...