Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent development impact, moving beyond post-training test scores to demonstrate ...

A company’s contact center workforce comprises a range of skills and capabilities. Good supervisors strive to create balance across a shift, so they can optimize the customer experience for any ...

RALEIGH, N.C. and NEW YORK, June 17, 2025 /PRNewswire/ -- Pendo, the world's first software experience management platform, today announced Pendo Agent Analytics, a first-of-its-kind solution that ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

There’s been a massive, forecasted increase in customer interactions automated by AI agents. Measuring the resultant ROI is not easy.

Emvolve Performance Manager from Performix Technologies (Burlington, MA) lets you set performance goals for agents and view their performance statistics from a Web browser. Agents can view charts ...

Pendo, the world's first software experience management platform, announced the general availability of Agent Analytics, expanding access to the only solution in the market for measuring the ...

SAN FRANCISCO--(BUSINESS WIRE)--Observe.AI, a leader in Contact Center AI, today unveiled its new AI-powered Agent Performance & Coaching product line that empowers CX leaders to make data-driven ...