If you need better ways to get business intelligence out of your customer interactions, discover why it’s time to move beyond the spreadsheet in your contact center.

Are you measuring the right performance metrics in your contact center? Find out what it takes to set KPIs that reflect the goals of your organization and learn the most common mistakes to avoid.

With the emergence of multi-channel communication in today’s contact centers comes an inherent challenge: accessing and understanding all the data created by those various channels. Having a plan [...]