Whether you’re leading a contact center or managing a sales floor, performance metrics are your daily dashboard. But not all metrics are equally useful. Some show real impact, while others just look good on reports. This guide explains which metrics matter most, why they … Read more
Turnover is one of the biggest headaches in contact centers. Hiring is expensive. Training takes time. And just when an agent gets good, they leave. AI won’t magically fix this, but it can absolutely help. When used right, it makes agents’ jobs less frustrating, … Read more
Agent coaching is the heartbeat of every high-performing call center. But if you’re still relying on manual call reviews, spreadsheet tracking, or generic feedback sessions, you’re not coaching. You’re reacting. Modern contact centers have moved beyond random audits and one-size-fits-all advice. They’re using AI … Read more
If you’re still picking random calls for coaching, you’re flying blind. Most contact centers only review a tiny fraction of conversations. That means the majority of coaching chances slip through the cracks, not because they aren’t happening, but because no one sees them. This … Read more
Improving agent performance isn’t about watching everything. It’s about watching the right things, consistently, and in context. Too many teams get stuck tracking surface-level stats that look good on a dashboard but don’t actually help agents get better. If you want real performance gains, … Read more
Call center agents are trained to handle customer calls in a calm, helpful, and professional way. Whether it’s a simple question or a complex issue, there’s a clear process they follow from start to finish. Let’s walk through the step-by-step flow most agents follow … Read more
You don’t need convincing that agent performance matters. What you need is time to actually track it. Right now, you’re probably scoring 2–5% of your team’s calls. Not because you want to, but because that’s all you can handle. You’re knee-deep in spreadsheets, trying … Read more
Yes, agent evaluations can be customized based on specific criteria. This is essential for accurately assessing performance, aligning quality assurance (QA) with business goals, and driving consistent improvements across teams. Customization allows call centers to define evaluation parameters that reflect the unique requirements of: … Read more
