A retailer’s ability to resolve customers’ problems effectively continues to be a business basic. Both call centers and contact centers (and there are significant differences between the two) operate ...

SCOTTSDALE, Ariz., March 23, 2018 (GLOBE NEWSWIRE) -- Liveops, Inc., the leading provider of on-demand virtual call center services, today announced that it has launched an industry assessment to ...

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.

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 ...

At our last ACCE conference, it was interesting to see just how popular the sessions were that focused on foundational “call center 101” principles. The interest in this type of education is a great ...

NEW YORK (AP) — 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 ...

Fighting fraud is often compared to a game of whack-a-mole: Improve security in one area, and criminals will find a new way to breach a company’s defenses in another area. In recent years, for example ...

Greater telephone wait times, but not abandonment rates, were associated with lower patient perceptions of their ability to obtain urgent care in a timely manner. Objectives: There is little research ...