Using simulation technology to train customer contact agents can improve their productivity and effectiveness, according to a research study by the Georgia Institute of Technology. The project, ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

A company's heart is often its call center since it provides a first line of defense for customer dissatisfaction, as well as an unparalleled opportunity for cross selling. But building and ...

Considering the tremendous investment that goes into a corporate call center, improving productivity and efficiency is a business imperative for managers. There is only so much an agent with a headset ...

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 ...

ContactBabel, a leading analyst firm covering the call center industry that is based in the UK, recently released their 2011 US Contact Center Decision Makers’ Guide (2011 Guide). FurstPerson provided ...