Every other Thursday someone from the Innovation Design team helps make analytics and data consumable for all. This week we tackle the question what is metadata.

How do you spot opportunities in your contact center?  Todd Marthaler from the Innovation Center team explains the most agile way to enhance quality management.

With the rise of big data there are big errors are happening everywhere. Arm yourself with these 5 common data slip-ups so you can spot bad data.

Whether you're already holding one-on-one meetings, or you’re considering starting, here are tips to leverage one-on-one meetings for maximum effectiveness.

Looking for ideas for on how to coach and train your agents? Watch this video to learn more.

While your Evaluators are evaluating Agents, who’s evaluating the Evaluators? Learn how Calabrio QM’s built-in Calibration function helps an organization do just that.

Learn how to create a Quality Standards Definition Document that will help your organization reach its goals.

Customers don’t know the technical terms and industry concepts contact center agents know. Learn how to speak in a more understandable way.