Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Designed for patient access directors and call center managers, the scorecard addresses a persistent measurement gap in healthcare contact center operations: the disconnect between speed-based metrics ...

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 ...