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 ...

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 ...

If C-level leaders of a company were asked what is the key performance indicator (KPI) for determining if the call center is operating effectively and efficiently, most will say service level, some ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...