Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you to measure the efficacy of the call center and identify areas that need ...

Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and analyzing call data to help businesses put their customers first by providing ...

Last year, quality assurance evaluations were sent back to the dispatcher within 30 days of the call. Now the goal is seven days, Carney said. And while most standards for 911 centers are ...

The replays, which include recordings as well as the click-through paths on informational screens service reps charted while resolving the customer's problem, also inspire the Rancho Cordova, CA, ...