With all the attention paid to the costs of labor in the call center, it's easy to understand why agents get all the attention. Agent salaries make up the lion's share of the ongoing expenses in most ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Good old Socrates. There was a guy who knew how to ask a question. Most of the time the people he talked to didn't really understand the implications of his questions, which is probably why they ...

Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the agents are either mostly engaged in campaign management ...

WEST LAFAYETTE, Ind. -- Business call center budgets are growing by 12 percent per year, salaries are on the rise, and employee turnover is down, according to a Purdue University study. The 1998 Call ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

Any government call center manager has a sense of what good customer service is. Callers can't be put on hold for too long. The answers they receive should be accurate and complete. But how many know ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

RESEARCH TRIANGLE PARK, N.C.--(BUSINESS WIRE)--For today’s pharmaceutical companies, their medical information call centers often act as their voice to customers. Because they disseminate valuable ...