Effective performance management is essential to business success. And, in the long run, survival. Notes McKinsey: "Through both formal and informal processes, [performance management helps companies] align their employees, resources, and systems to meet their strategic objectives. It works as a dashboard too, providing an early warning of potential problems and allowing managers to know when they must make adjustments to keep a business on track." In this article, we dive into a roster of performance management metrics your management team can monitor and track through our powerful hosted call center solution. Performance Management Metric: Speed of Answer/Response Time This measures the average...

In theory (which is always an ominous way to start an article) a call center is supposed to help businesses save money, improve productivity, increase compliance and governance, and most importantly: enhance customer experience and satisfaction.However, many businesses that use a conventional premises-based PBX to support their call center aren’t reaping these rewards. Here are the three key challenges they face, and how they can permanently solve them by switching to a hosted cloud call center:Excessive Overhead CostsPremises-based call centers are very costly to operate. Reps and agents must be housed on-site, which drives up leasing, infrastructure and utility costs....