Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that ...

Moving the advertising industry into the next phase of accountability, Google and Marin Technologies released separate platforms this week integrating call center activity with search engine marketing ...

MILLERSVILLE, Md., Sept. 8, 2025 /PRNewswire/ -- CallTrackingMetrics, a global conversation analytics company, today announced the launch of VoiceAI, an advanced AI-powered voice assistant solution ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

This post was sponsored by CallTrackingMetrics. The opinions expressed in this article are the sponsor’s own. Did you know 92% of all customer interactions are from phone calls? And very few know how ...

Anna Barnhill, CEO of AdvantEdge Leadership, guides executives to peak performance with tailored coaching and leadership ...