Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

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 ...

Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact center ...

As more companies look to save money and provide better service by globally distributing their contact center operations, the next step is consolidating infrastructure and standardizing support ...

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 ...

Talkdesk global data shows deploying generative artificial intelligence correlates with improved core contact center competencies such as faster response times The Talkdesk Global Contact Center Key ...

We're all aware that the contact center typically collects and houses more information than any other department within an enterprise. But no contact center has ever optimized its performance -- and ...

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 ...