HOUSTON, Aug. 6, 2024 /PRNewswire/ -- As 80% of businesses recognize the need for improved customer service quality, Macorva's AI-powered Call Scorecards offer a cutting-edge solution that transforms ...

Call centers should us customer feedback from surveys, analytics, and QA to create targeted training and development programs ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

Throwing a cloak of invisibility over your metrics drains agent performance. When your agents don’t know how they’re measured or what metrics to hit, burnout looms on the horizon and agents can’t ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 — ...

ATLANTA--(BUSINESS WIRE)--Intradiem, the leading provider of contact center automation solutions, has partnered with Thrive Global to deliver stress releasing wellness Reset sessions to contact center ...

Contact center management plays a critical role in any business that offers products or services. It involves overseeing customer communication and guiding service agents to resolve inquiries and ...

Call center shrinkage refers to the time for which agents are paid to answer calls and serve customers versus the actual time they spend doing so. The difference between the two is shrinkage. It tells ...