Call centers can become major cost centers if they’re not managed correctly. Practices surrounding customer interactions must reflect the changes in customer expectations and their communication ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

With recent regulatory developments in the industry and routine call center functions moving to offshore teleservices vendors, there is no time like the present for the Call Center Research Laboratory ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

VoIP technology is gaining ground in financial and other service industries as a cost-effective means of provisioning additional, enhanced services unsupported by traditional circuit-switched ...