CHICAGO — Contact centers are becoming increasingly distributed as companies move away from building vast phone rooms in favor of smaller remote offices and home-based agents. To streamline management ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...

Like many companies, COLA, a nonprofit firm that offers accreditation, consulting, and education services to clinical labs, was initially apprehensive about positioning its entire contact center staff ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

I am currently employed as an operations manager at a call center in Taguig City. I sometimes find myself working beyond my regular duty schedule. Even though I am highly paid as a manager, I still ...