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 ...

Good old Socrates. There was a guy who knew how to ask a question. Most of the time the people he talked to didn't really understand the implications of his questions, which is probably why they ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

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 ...

NCO Group, Inc., a provider of business process outsourcing services, announced the deployment of a Web-based software tool to track and analyze customer behavior patterns, leading to better, ...

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 ...

Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the agents are either mostly engaged in campaign management ...