Call center agent performance metrics indicate the speed at which your agents respond and the precision with which you expect them to answer. Read more.

Discover how call center forecasting and scheduling tools can help you anticipate needs and plan resources appropriately by reading this blog today.

Learn about 8 great customer service channels and understand how to choose the right one to improve customer experiences and satisfaction for your business.

Explore the latest social media terms and definitions. Learn the correct social media terms to use social media effectively for your brand.

Unlock the secrets of measuring social media marketing effectiveness. Discover proven strategies for tracking ROI and optimizing your campaigns.

Discover the call center productivity metrics to measure agent performance which will help improve efficiency and provide quality customer service.

Learn about 7 interesting customer service scenarios that might look difficult to tackle. Read proven strategies and sample scripts to handle these scenarios effectively.

Do you want to explore customer interaction analytics for your business? Learn about its importance, implementation and data-driven benefits.

There are some features of helpdesk software that are non-negotiable if you are aiming to simplify your customer support operations and cut support costs.

The benefits of IVR in call centers are manifold. From quicker resolutions to lower service cost, Interactive Voice Response can give your call centers the boost they require to thrive.

Social monitoring and social listening – often conflated – have their differences. Here's an overview of the two concepts, with tips for using both tools.

Learn how call deflection can revolutionize your call center, improve efficiency, boost satisfaction and future-proof your customer service.