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OpenText releases customer data platform

OpenText customers get a natively integrated runtime CDP to drive marketing personalization and other customer interactions; AI content security features debut.

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Top 7 call center agent performance metrics to track

To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.

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Top 10 contact center platforms of 2021

Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip.

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Best practices for call center agent training programs

Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles.

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