1 Apr

3 Key Ways to Tame the Big Data Beast of Contact Center Metrics

Greg Levin

Today’s contact center has the ability to capture a vast and invaluable amount of customer and performance-based data. Sounds awesome, […]

2 Aug

7 Habits of Highly Effective Contact Center Managers

Matt McConnell

The late Stephen Covey wrote one of the most influential business management books of all time. The idea of intentional […]

14 Oct

A Customer-Centric Approach to First Call Resolution

Greg Levin

Few metrics have made contact center managers drool like first call resolution (FCR) has. And with good reason: FCR has […]