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 ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

Whether managing a small help desk or a global contact center, understanding ACD is essential for optimizing customer and service excellence. Automatic Call Distribution (ACD) is the backbone of ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

Pitch Perfect Solutions is about to hire its 1,000th employee. What makes this milestone interesting is how the company reached it without having an office. Boris Shvarts founded Pitch Perfect ...

High Call Center Queuing Times? 5 Causes With Easy Fixes Your email has been sent Discover the best ways to get call center queuing times under control without telling agents to work harder. Long hold ...

Imagine in the near future, you call a customer service number for a cruise line and are greeted by a highly knowledgeable, smooth-talking artificial intelligence (AI). In a fluid conversation, the AI ...

How to Set Up a VoIP Call Center on Time, Under Budget Your email has been sent Learn my seven-step foolproof process for setting up a VoIP call center as fast as possible without breaking the bank or ...