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 ...

As they say, you manage what you measure. Accordingly, an entire industry has developed around performance measurement and performance management. Popular tools include the Balanced Scorecard, ...

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, ...

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 ...

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 ...

Measuring AI agent ROI is not necessarily straightforward, however, because it can be difficult to link AI agent performance directly to decreased costs or increased revenue. Some AI agent benefits ...

Microsoft has unveiled a groundbreaking benchmark called Windows Agent Arena (WAA) to test artificial intelligence agents in realistic Windows operating system environments. This new platform aims to ...