This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

This is second in a series on call center benchmarking. Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...

In a survey, which focused on call center technology conducted at the recent Annual Call Center Exhibition (ACCE) conference, contact center managers were asked a series of questions on the impact of ...

VERNON, BC, April 13, 2023 /PRNewswire/ - If you ask C-level leaders of a company what is the key performance indicator (KPI) for determining if the call center is operating effectively and ...

If C-level leaders of a company were asked what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some ...