If you’re currently in charge of managing a call center sales operation in this industry you know how important it is to forecast correctly and comply with the budget set by the company. Everyday ...

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 ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Like many companies, COLA, a nonprofit firm that offers accreditation, consulting, and education services to clinical labs, was initially apprehensive about positioning its entire contact center staff ...

Ashish Garg is CEO of Eltropy, an AI-driven digital conversations platform improving the operations of community banks and credit unions. Recently, I’ve heard a lot of talk from people worried about ...

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 ...

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 ...

Should you outsource your call center to an offshore call center? Examining some strengths and challenges of implementing an offshore call center. Should you outsource your call center and implement ...

Dealing with an employee who avoids phone calls can be uncomfortable. Learn how to recognize and stop call avoidance early on. When call center reps avoid taking calls, it creates problems across your ...