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 ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Moving the advertising industry into the next phase of accountability, Google and Marin Technologies released separate platforms this week integrating call center activity with search engine marketing ...

The federal watchdog overseeing tax administration is pressing the Internal Revenue Service to broaden how it reports phone service performance, warning that current measures do not give a full ...