Lynn McKerral holds a sign in support of Social Security Administration workers in front of the agency’s headquarters in Woodlawn, Maryland, on May 20. (Wesley Lapointe for The Washington Post) Social ...

Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Social Security has stopped publicly reporting its processing times for benefits, the 1-800 number’s current call wait time and numerous other performance metrics, which customers and advocates have ...