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Outbound Call Center Metrics: The Metrics You Should be Measuring, and How to Improve Them

Want to know if your outbound call center is achieving the right results – increasing sales, generating leads, and improving customer satisfaction through proactive service? There’s only one way to find out – you need to track the right outbound...
The Top Trends in Healthcare Contact Centers to Watch in 2025

Trends in healthcare contact centers are shifting. In the past, budget and resource restrictions left many companies struggling to deliver consistent, intuitive, and memorable experiences to patients. Now, evolving technology, compliance standards, and consumer expectations mean healthcare companies can no...
Workforce Engagement Management for Contact Centers: A Guide

The contact center is a high-pressure environment, particularly now that customers expect faster, more personalized, and more strategic support from every company. In this space, maintaining high levels of employee engagement is crucial to preserving productivity and customer satisfaction.