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 ...

Establishing a call center is a winning business plan. The industry is predicted to grow in the next few years, partly due to companies' need to evolve in new directions after being faced with the ...

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 ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...