The right metrics or key performance indicators (KPIs) should effectively measure a business’s specific capacities. Here’s a list of the most crucial metrics that inbound call center must measure.

Dialing up Protection: The Rising Importance of Inbound Authentication in Call Centers With every new layer of security, fraudsters look for their next way in.

Getting Call Center Metrics Right Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction's progress. In ...