Contact Center
How to Develop KPIs for Customer Service Representatives
Improve your team's performance and boost customer satisfaction with effective KPIs for your customer service representatives.
Data-Driven Contact Center Optimization: Using Analytics to Drive Performance
Learn how analytics drives contact center optimization, from data collection, preparation, analysis, and how to improve performance with data-backed insights.
What Contact Center Agents Really Think of Coaching & QA
We surveyed hundreds of contact center agents to learn what they really think about coaching. Learn our top findings and how you can improve your processes.
6 Reasons for High Call Volume — and How to Manage It!
The more calls you get the better right? Not quite. Too many calls can be harmful. Here're 6 reasons why your call volume may be out of control & how to tame it
How to Train Contact Center Agents: 13 Tips to Improve Retention
The average call center turnover rate has reached 45%. Learn how you can train agents to improve retention in remote and hybrid work environments.
15 Smart Alerts for Phone Leads to Improve Digital Marketing and Call Conversion Rates
Learn how to improve your conversion rates, customer call experience, and contact center agent performance with Invoca smart alerts.
6 Powerful Examples of AI in the Contact Center
Discover real-case examples like MoneySolver, AutoNation, and Windstream. Using AI-powered quality assurance, analytics, and intelligent routing.