The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members turn upset into victory determines if customer frustration simmers out or boils up. But, ...

5 Call Queue Management Tips to Survive Peak Hour Traffic Your email has been sent Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

If you enjoy helping people and talking on the phone, and you don't want to leave home to make a decent income, starting your own virtual call center could be a profitable entrepreneurial move for you ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...