When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...

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.

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

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, ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Call center quality monitoring elevates the customer experience. Discover when to use real-time vs post-call methods for top-notch service. Consistent, high-quality customer service is a key element ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...