Check out our articles on contact center, customer, operations and growth intelligence

Effective call center coaching plays a pivotal role in driving agent performance and fostering exceptional customer experience.

Measuring and improving the right call center metrics is crucial for the success of any organization that values operational efficiency–and its customers’ experience.

There are many call center software on the market, and the best call center software for an organization depends on what they’re looking for. Is it a phone system? A communication API? Advanced customer intelligence?

Advanced call center analytics helps customer experience teams put the customer first. But to fully realize the power of these analyses, call centers must use the right analytics software.

Knowing which call center phone system to invest in is critical for any call or contact center. The right phone software can support improved agent performance, optimized call center efficiencies, and a better customer experience.

Artificial Intelligence, or AI, is revolutionizing the call and contact center industries. From reducing operating costs to improving customer experience, using AI can provide significant advantages for both businesses and customers.

Business Process Outsourcing is the practice of contracting a specific business task, such as payroll, accounting, customer service, or technical support, to a third-party provider. BPO enables companies to focus on core business activities while leveraging expertise and technology from the outsourcing partner.

Average Handle Time (AHT) is a critical metric that measures the average time an agent spends handling a customer interaction. AHT is a key performance indicator for contact centers since it can directly impact both customer satisfaction (CSAT) and overall operational costs.