Call center quality assurance metrics are quantifiable data points used to measure and evaluate the performance of customer service agents.

Conducting formal performance reviews for customer service agents can be tricky. Are formal performance reviews a thing of the past?

As healthcare call centers strive to offer holistic and patient-centered care, cross-care and up-care at the time of scheduling is vital.

The Healthcare Call Center is often the first interaction between a patient and healthcare provider, making it a critical touchpoint ....