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.

Is your average customer retention rate meeting your industry benchmarks? Read about retention rate and how to calculate it for your industry.

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.

AI and automation look set to be the dominant contact center trends that every business should invest in 2023 to stay relevant and competitive. Read more here.

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.

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

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.