The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

Part of any digital transformation is measuring the key performance indicators (KPIs) for your customer-facing operations -- i.e. your contact center (see "Measuring the Effectiveness of Digital ...

A call center is a division of a business, or a third-party firm representing a business, that conducts inbound and outbound communication with prospects and customers. Small business owners often ...