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Recent Questions and Answers
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Recent Call Center Performance News:
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Washington’s teeth-gritting commute is regularly measured in miles of backup and lost productivity, but for one man Tuesday morning, the most important measure was the time between contractions. “My daughter is having a baby,” Jerome Chappelle told a 911 dispatcher as he sat in District traffic, unable to reach a hospital. It was a particularly chaotic morning rush, even by the standards of the ...
Five9 Inc., the global leader in cloud-based call center software, announced today that call center industry veteran Tom Schollmeyer has joined the company as Chief Technology Officer.
Knowlagent, a leading agent productivity solution for the world’s 13 million call center agents, recently hosted a complimentary webinar with Forrester Research, entitled “Taking on the Multi-Channel Call Center: Proven Strategies that Increase Productivity and Drive an Improved Customer Experience.” The webinar explained how call center managers can keep pace with the latest channel ...
The Web-based system offers unparalleled productivity tools and insights that enable institutions to help students complete academic goals.Arlington, VA (PRWEB) August 04, 2011 Starfish Retention Solutions, Inc., a leading provider of student success systems, today announced Starfish® 2, the latest version of the company’s student success and retention platform. Culminating more than two years ...
The Ministry of Economy, Trade and Industry's energy agency recently contracted with an outside advertising company to monitor "inaccurate" online information regarding nuclear energy. In response, the media cried "censorship," but as pointed out in last week's issue of Aera, the agency has employed the Japan Productivity Center since 2008 to monitor the same sort of reports in newspapers. When ...
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Additional Call Center Performance Resources:
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1.
ICMI Seminars
While any measure by itself has the potential to mislead, the following key performance indicators typically provide a good picture of the call center's
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