Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

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.

Samsung has opened a new call center in Mauldin, South Carolina, employing 150 people and providing faster customer service, ...

In the 7-minute documentary “The Future is Calling,” experts explain how the customer experience is transforming.

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

As businesses roll out a dizzying array of ways to communicate with their most vital assets – customers – the one-dimensional voice-intensive call center is being transformed into a Web-based ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

For most Americans, customer service conjures thoughts of an irritating maze of phone menus, call flows, and transfers, followed by scripted voices with strange accents belonging to people halfway ...

Gift Article 10 Remaining As a subscriber, you have 10 articles to gift each month. Gifting allows recipients to access the article for free. In an effort to improve customer response times, ...