What is the benchmark when there is no benchmark? Once KPIs are set, measuring performance is a relatively simple process. Much more...

Tracking people activity is a big no-no. No one wants to feel there is a big brother looking from behind their backs. It’s been tried...

Large Call Centers providing emergency or e-commerce services are facing an unprecedented challenge under the current covid-19 crisis: a...

Agent Attrition is hitting call centers hard, even more so at times when unemployment is low and opportunities to move on are plenty and...

Agent attrition is the single largest expense facing call centers, about $5,000 for each agent replacement. Since on average 50% of all...