Webcasts
Webcasts on Benchmarking
The PS Pacesetters 
The metrics of contact center productivity have been debated again and again, often focusing on efficiency over effectiveness. Measuring average call handle times and calls per hour has developed a culture in which many customer service agents are gauged on how many customers they can aggravate in a given amount of time. However, there is one key initiative that has done more than anything else to improve not only the efficiency of contact center agents, but also increase their effectiveness at answering their customers’ immediate needs…knowledge. Not just tribal knowledge or product knowledge, but access to a wide variety of answers right at the agents’ fingertips.