Considering promoting your senior agents? Remember that experience and skills are two different things.

FCR has the potential to be a valuable call center KPI, but accurate calculations depend on getting the right data.

Knowing the causes of agent burnout can help you keep it to a minimum; eliminating them can stop the spread of low morale, improve centerwide performance and help to retain your top agents.

Poor survey practices not only rob your operation of vital information — perhaps even giving false or misleading information — they can jeopardize your credibility, as well.

Money saved is money earned. Performance management tools can make measuring and improving performance easier and more effective, saving money where you might not have thought it possible.

An analytics-based prehire assessment tool has enabled DISH Network to better assess job candidates for performance and retention.

For telecom providers, global research highlights the opportunity to differentiate themselves from competitors by improving the quality of their service.

Once you’ve decided to implement VoIP, you’ll need a plan that will help you decide what you want to gain, who can help guide the process, how you will communicate your vision internally, and how to evaluate your options.

Close doesn’t count when it comes to forecasting. A methodology that takes into account linkages between variables and factors overlooked in past data can help pinpoint your needs for staffing and related resources.

The amount of sensitive customer credit card information that is recorded in the contact center requires special safeguarding strategies and technologies to avoid penalties for PCI noncompliance.

Speech analytics can go beyond its current capacity — yielding more subtle information from customer/rep exchanges — but going deeper can have its pitfalls if the proper framework isn’t in place from the start.

What do contact center costs really look like in today’s economy? In this excerpt from Strategic Contact’s white paper, the authors model costs for three representative centers — large, medium and small.

Merced Systems’ Mark Selcow and Matt Glickman look at the drawbacks of the traditional coaching approach, and explain how a more holistic view can better align agent goals with strategic objectives.