Q&A

What are the most common “vital few” key performance indicators (KPIs) that I should use for my technical support center?

March 12, 2012
Q&A

Recently I’ve heard quality assurance programs and processes being referred to as “analytics- enabled”. What exactly does this mean?

February 13, 2012
Q&A

The management team is implementing a desktop analytics solution in our contact center. As a supervisor in the area, I am hearing a lot of negative “big-brother” type remarks from agents about desktop analytics. How can we better prepare the agents for this implementation and assuage their concerns?

January 5, 2012
Q&A

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