Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit.

Coaching and culture matter. Supervisors who focus on behavior, not just metrics, build resilient, high-performing teams. Call center management is the backbone of effective customer service ...

Leading call-tracking platform offers customers the ability to sign up for proactive monitoring and compliance threat/fine mitigation MILLERSVILLE, Md. – January 7, 2025 - CallTrackingMetrics, a ...

Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous.

Find out how to enhance your conversion tracking by integrating phone call data into your digital marketing strategies today.

The report by the Treasury Inspector General for Tax Administration called on the IRS to include more phone lines and to ...

Social Security has stopped publicly reporting its processing times for benefits, the 1-800 number’s current call wait time and numerous other performance metrics, which customers and advocates ...

Email metrics won’t tell you much if you can’t even define them. For one thing, they vary by industry, the time of year, time of day and other variables. But they can be tracked and improved ...