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.

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 ...

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.

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 ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

Senate Federal Financial Management Subcommittee Chairman Tom Carper (D-Del.), Ranking Member Scott Brown (R-Mass.), and Sen. Tom Coburn (R-Okla.) yesterday sent a letter to Peter Budetti, director of ...

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 ...