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.

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 ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

As anyone who has ever had a question about a product they bought or are considering buying knows, call centers are critical for customer satisfaction. Customer support agents help connect people with ...

The contact center is central to digital transformation, but to determine its effectiveness, business leaders must measure several key performance indicators (KPIs). However, one of the problems is ...

The best call center software is RingCentral, providing omnichannel functionality, helpful project management tools, and a range of advanced features like interactive voice response (IVR). RingCentral ...

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 ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

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 ...