The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members turn upset into victory determines if customer frustration simmers out or boils up. But, ...

Discover the best ways to get call center queuing times under control without telling agents to work harder. Long hold times are one of the biggest sources of frustration for callers. Excessive call ...

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

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 ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...