Well, all of our data right now for the call center side is run through this proprietary app called Fusion. And I just asked the universe, so to speak, 'Well, what happens if instead, we took all the ...

With three years spent researching, comparing, and testing software products, Tyler Webb is an expert on all things telecommunications. With work featured on GetVoIP.com, he's written over 150 ...

Missed opportunities multiply. Traditional analytics miss over 95% of interactions, which leaves major gaps in agent performance and CX understanding. AI fills the gaps. AI can analyze every ...

In any contact center, productivity measurement requires balance and optimization. In last week’s article, we discussed balancing productivity with quality. Now we’ll move on to developing a balanced ...

Measuring the success of a call center is important to enhance customer experience, improve operational efficiency, and make informed strategic decisions. But how do you measure it? That’s where call ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

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 ...

STAMFORD, Conn.--(BUSINESS WIRE)--Synchrony Financial (NYSE:SYF), a premier consumer financial services company with 80 years of retail heritage, today announced it is the highest-rated financial ...