Call center work is difficult, with constant interaction among customers, supervisors and co-workers. Tensions can run high and the stress of attempting to solve problems throughout the day can weigh ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

This is second in a series on call center benchmarking. Today's call center technologies and reporting packages make it easy to capture copious amounts of performance data. Most call center managers ...

NCO Group, Inc., a provider of business process outsourcing services, announced the deployment of a Web-based software tool to track and analyze customer behavior patterns, leading to better, ...

Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the agents are either mostly engaged in campaign management ...

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 ...

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.

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

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 ...

Lower abandonment rates, shorter wait times and increased appointment scheduling are just three areas where artificial ...

The Latest Call Center IVR Upgrades Are Slashing Wait Times Your email has been sent Interactive voice response (IVR) systems route calls and handle basic queries ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...