Resource Center

Tracking and analyzing call center agent performance metrics should be part of your strategic business plan.

More companies are focusing on designing customer-centric approaches to live support. They’re hiring and training more qualified agents using…

Average handle time (AHT), is one of the top call center metrics for measuring efficiency. How does your…

Knowledge management in call centers makes it easier for agents to find and use information. Customers expect and…

Exceptional contact center performance is measured by how responsive your agents are and how quickly they’re able to…

Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…

Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer,…

A customer self-service portal empowers customers to request services, find information, and solve problems. Think of it as…

A well-designed and fully implemented knowledge management system (KMS) that’s available to everyone involved with services lifecycles (which…