Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Call centers face an big challenges improving key call center metrics and there’s no shortage of vendors or tools each promising better outcomes than the next. Editor's Note: This is part 2 of a 4 ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

This is second in a series on call center benchmarking. Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers ...