You want to define, and measure, your success criteria. You need to know what the logical endpoint is, the winning condition, of all the effort and resources you expend to operate your call center.

In recent years, organizations have looked to many sources for new efficiencies: cutting-edge technologies, offshore outsourcing, countless variations of metrics and scorecards and ever-expanding self ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Echopass – Background. For a banking institution founded nearly 170 years ago, The Provident Bank of New Jersey is already modern in its approach to customer service. Its corporate slogan, ...