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 ...

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 ...

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 ...

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 ...

WEST LAFAYETTE, Ind. -- Business call center budgets are growing by 12 percent per year, salaries are on the rise, and employee turnover is down, according to a Purdue University study. The 1998 Call ...

Call centers have come a long way in the past five years in terms of elevating the role and stature of their operations. One contributing factor is the move to provide certification programs that can ...

Any government call center manager has a sense of what good customer service is. Callers can't be put on hold for too long. The answers they receive should be accurate and complete. But how many know ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...