Mar 25, 2019 8:05:00 AM
Contact Center Metrics Part III - Experience Matters
Contact centers must shift their reporting to capture metrics that align with business priorities - i.e., the customer experience.
Sep 15, 2018 2:36:00 AM
Transparency into Agent and Supervisor Activity: the Aceyus Reporting-CaféX Supervisor Assist Integration
Aug 31, 2018 12:50:00 AM
Contact Center Metrics Part IV - WFM: A New Perspective
Some contact centers have discovered more advanced ways to use metrics like precision queues and attribute-based routing for Workforce Management (WFM) tactics to affect agent turnover by balancing occupancy and utilization.
Aug 29, 2018 12:30:00 AM
The Next Wave: What Contact Centers Need to Know About Generation Z
As Generation Z enters the workforce and their prime consumer years, businesses will implement wide-sweeping changes to their contact centers.
Jun 28, 2018 2:04:00 AM
Contact Center Metrics Part II - Moving Towards Omni-channel
The rise of multi-channel and now omni-channel means that contact centers have to track more than traditional transactional metrics.