Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

A company’s contact center workforce comprises a range of skills and capabilities. Good supervisors strive to create balance across a shift, so they can optimize the customer experience for any ...

RALEIGH, N.C. and NEW YORK, June 17, 2025 /PRNewswire/ -- Pendo, the world's first software experience management platform, today announced Pendo Agent Analytics, a first-of-its-kind solution that ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

Pendo, the world's first software experience management platform, announced the general availability of Agent Analytics, expanding access to the only solution in the market for measuring the ...

There’s been a massive, forecasted increase in customer interactions automated by AI agents. Measuring the resultant ROI is ...

Emvolve Performance Manager from Performix Technologies (Burlington, MA) lets you set performance goals for agents and view their performance statistics from a Web browser. Agents can view charts ...

I was impressed with the analysis and recommendation offered in a recent book, “Trust the Plan: Demand Management For Business Leaders,” by Greg Spira. Greg brings a wealth of experience based on his ...

AI agents aren’t just speeding things up — they’re reshaping the business, and CIOs need new metrics, a smart rollout and a big-picture story to get buy-in. As CIO, you’ve likely navigated countless ...