Sat.Mar 08, 2025 - Fri.Mar 14, 2025

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How To Analyze Call Center Performance: Key Metrics, Tips, and Tools

InMoment XI

In any call center or contact center, performance is the engine that powers the entire operation. High-performing call centers do a great job at keeping customers satisfied, and theyre highly efficient, reducing operational costs. Analyzing call center performance is the path to improvementbut youve got to do it right.

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9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance

Calabrio

Put these expert-assembled call center quality assurance best practices at the heart of your approach to empower your agents, enrich interactions, and drive better service in the year ahead. What is call center quality assurance? Think of call center QA as the compass guiding your contact center towards consistent excellence.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.