Improving Contact Center Agents’ Motivation & Productivity

How business leaders can keep their contact center employees engaged during the COVID-19 Pandemic Over the past several weeks, we've all been flooded with a wide range of information from news outlets, social media, and personal conversations. During this time, every business has had to determine how they will address this global pandemic that is... Read more →

How to Select and Measure the Right KPIs for Your Contact Center

Although many contact center managers will argue there are certain KPIs every contact center should consider measuring, because each contact center operates differently, the KPIs most important to each business are often unique. How do you know which KPIs are vital to the fitness of your contact center? 6 steps to selecting the right KPIs… Read more →

Is Your Contact Center Measuring the Right KPIs?

Before your organization can begin benefiting from data driven decisions based on your contact center’s KPI’s (key performance indicators), a basic understanding of why KPIs are important and which ones your organization should start paying attention to is critical. Most contact center KPIs are focused on measuring the performance of an agent, department or the entire organization. When… Read more →

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