Call Center Software Provides Customer Service Metrics

Emphasis on call time and time to resolution yields rushed, impersonal interactions according to Zappos, a popular online shoe and apparel shop. Instead, Zappos has found a way to measure and reward behaviors that impact customer satisfaction most. It’s worked for them. But would their modern day performance metrics work for your business? Read this... Read More

3 Alternatives to Contact Center Monitoring

People get used to using information their call center monitoring tools provide them, rather than getting creative and either developing or purchasing what we really need. Beyond creating yet another custom report that adds your boss’s favorite KPIs, it's time to shift strategies to maximize your time and improve your visibility into business performance. Ian... Read More