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Call Center and Contact Center Resources

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Article -
7 Metrics That Really Matter in Contact Centers
Date Published April 27, 2026 - Last Updated April 27, 2026
You could cover a parking lot with all the possible reports on customer service. In a contact center, that’s especially true, and it creates a real problem. What do you focus on?... Read More
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The Longest Journey in 50 Years Ran on Real-Time Signal. Your Contact Center Runs on Last Week’s Report
Date Published April 14, 2026 - Last Updated April 14, 2026
Artemis II put four humans farther from Earth than anyone has traveled in 50 years. What kept them safe wasn’t bravery. It was the people on the ground who could see everything... Read More
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Evolving Contact Center Metrics Beyond the Call Center Era
Date Published September 17, 2025 - Last Updated September 17, 2025
It’s no secret that the contact center industry is undergoing a significant shift, driven by AI capabilities and data analytics that finally make sophisticated behavioral measurement possible. While many think that this... Read More
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How Metrics-Obsessed Support Can Undermine Real Relationships
Date Published July 14, 2025 - Last Updated July 14, 2025
 I’ll be honest. I’ve always had a complicated relationship with numbers. Back when I was a journalist, I was taught to chase facts, figures, and stats to build a solid story. Now,... Read More
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Why Your C-Suite Ignores Your Contact Center Metrics (And How to Fix It)
Date Published March 27, 2025 - Last Updated March 27, 2025
A Framework for KPIs That Tell the Real Story Average Handle Time (AHT), Contact Abandonment Rate, First Call Resolution (FCR), Grade of Service (GOS), Adherence to Schedule (ATS), Net Promoter Score (NPS)…the... Read More
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What Contact Centers are measuring, according to the data
Date Published March 17, 2025 - Last Updated March 17, 2025
Metrics give contact centers a mirror to see what’s wrong and what’s right on their home turf. Beyond just answering questions like “how are we performing on FCR and AHT”, metrics can... Read More
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5 Ways to Embrace Quality Mindfulness
Date Published March 03, 2025 - Last Updated March 03, 2025
Quality is about doing the right thing, at the right time, for the right reasons. But let’s take it a step further with “quality mindfulness.” This is an approach that delivers a... Read More
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5 Easy Ways to Empower Your Team with Data
Date Published February 24, 2025 - Last Updated February 24, 2025
Data is such raw material in the world we live in today, and it’s a resource that can be collected and measured by one tool or another, with endless possibilities in metrics... Read More
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CX Data Optimization: Unlock Transformative Potential for Your Contact Center
Date Published January 24, 2025 - Last Updated January 27, 2025
Disconnected and siloed data can significantly hinder operational excellence and exceptional customer experiences (CX) for contact centers. When data isn’t shared across systems, opportunities to enhance performance and reduce costs slip through... Read More
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AHT or CSAT: Which Matters Most?
Date Published September 09, 2024 - Last Updated September 12, 2024
Striking the right balance between operational efficiency and customer satisfaction can be challenging. Recently, we asked our LinkedIn community: “How do you balance efficiency metrics (like AHT) with customer satisfaction metrics (like... Read More
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