Is the call center focused on delivering great customer experiences or reducing costs? If the call center's primary focus is reducing costs and not providing great customer service, creating a service ...

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 ...

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 ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...