To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call center. But building out a WFM function is often easier said than done, especially without the right tools or frameworks.

As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key performance indicators) reliably, getting this balance right is essential. However, you’re wasting time and money if you’re not using a proven forecasting method or still scheduling with spreadsheets (or pencil and paper).

Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better customer experience can be difficult when you lack the right tools. That’s why having a call center agent performance scorecard helps you efficiently measure your team’s work and take essential steps to improve.

WAIT! Call centers are still a thing? Surprisingly enough, they are! Even though we have all this mouth-dropping technology, people still prefer human contact, and call centers do the work. If you stumbled upon this blog post it means you are either running a call center or you are planning on settling one, either way, it’s important to continuously perform call center monitoring! In this blog post, we’ll discuss tips, tricks, and best practices for call center monitoring.

Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact centers, finding the root cause or seeing the bigger picture isn’t always easy. In this article, we’ll cover 10 of the most common contact center issues and share actionable steps to resolve them.

Whether your call center’s North Star metric is its customer satisfaction score (CSAT), net promoter score (NPS), or return on investment (ROI), you need a platform that can measure and optimize your efforts. Yet choosing the right solution is more challenging than it might seem.

This comprehensive guide explores 15 vital inbound call center metrics that can be leveraged to enhance performance, productivity, and customer satisfaction. From Average Wait Time (AWT) to Agent Attrition Rate, each metric is explained in detail with practical suggestions on how to use them to improve call center operations. Plus, find out how Insightful's employee screen monitoring software can revolutionize your call center performance.

Building a successful call center requires ongoing efforts to track agent performance, improve call times, and increase customer satisfaction. If you’ve tried monitoring these metrics with spreadsheets or other manual methods, you probably found them to be inefficient at best and inaccurate at worst. With call center analytics software, you can efficiently track the metrics that matter to your team.

Managing a virtual call center with a globally distributed workforce requires the right tech stack—especially if you aim to run an efficient, ROI-positive operation. Without a reliable solution, you’re likely: In this guide to virtual call center software, we’ll go over nine of the best options for everything from agent performance management to conversational AI—so you can find the right platform to optimize your contact center operations.

Whether you need to scale a call center team or reduce agent turnover, you want to onboard the best employees for the role. Asking the right call center interview questions is crucial for screening unqualified candidates and building capable teams. So, what questions should you ask, and what answers should you look for?