Discover how to measure true training ROI by tracking essential call center KPIs like FCR, AHT, and CSAT that prove agent ...

Autonomous AI agents require fresh, multi-layered measurement approaches beyond traditional accuracy metrics. Aligning agent metrics with business goals, operational performance, decision trajectory ...

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 ...

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 ...

Most technological innovations take a somewhat circuitous path to mainstream adoption, often taking years to get there. Word of mouth, successful use case deployments, employee movement across ...

AI agents aren’t just speeding things up — they’re reshaping the business, and CIOs need new metrics, a smart rollout and a big-picture story to get buy-in. As CIO, you’ve likely navigated countless ...