The contact center is a major contributor to enterprise high performance. High performance is about measuring the right parameters and managing them in order to excel. To do so, contact center managem..

Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage. That's fine but when we seek to ascribe a value to non-profi..

Call Centers, or customer services receiving and transmitting multiple requests by telephone, were introduced as offshoots of telecommunications providing streamlined service for consumers of large co..