Adherence is too important to be ignored, but our traditional approach to measuring and managing it does not fit the reality of today.

Providing a broad range of technology options allows us to fulfill our clients’ knowledge management needs across maturity levels.

The influx of data and analytics isn’t necessarily changing contact center metrics; rather these new insights are adding deeper context to the numbers.

Benefits like flexible scheduling and the ability to work from home play a major role in an employee’s decision to take a job or quit one.

When considering their KPIs as a whole, contact centers seemed less than confident that their choice of metrics aligned well with the organization’s strategic objectives.