In talking with one of our customers last month at Enterprise Connect 2018, my colleague Joe LaRosa and I were asked an interesting question about call quality that we couldn't answer. By way of ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Use our comprehensive contact center pre-hiring assessment checklist to ensure you hire agents that are a good fit for your business. Customer satisfaction is the highest priority in a contact center.

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 ...