With all the attention paid to the costs of labor in the call center, it's easy to understand why agents get all the attention. Agent salaries make up the lion's share of the ongoing expenses in most ...

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 ...

At the Dutch 12th Nationaal Call Center Congres (Dutch spelling) last month, the consultancy firm Callm presented the results of research on the careers of call center managers: profile, job ...

Contact center management plays a critical role in any business that offers products or services. It involves overseeing customer communication and guiding service agents to resolve inquiries and ...

The embedded training and coaching AI strengthen human-led delivery, especially for complex customer, member and ...

As anyone who has ever had a question about a product they bought or are considering buying knows, call centers are critical for customer satisfaction. Customer support agents help connect people with ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Handling patient billing inquiries and payments can be challenging for call center representatives. Conversations are often awkward and unproductive, and reps often aren’t equipped with information ...