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 ...

Discover proven strategies for managing remote call center agents, including how call center QA provides the performance visibility and coaching foundation that distributed teams need to stay engaged ...

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

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 ...

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 ...

Contact center management plays a critical role in any business that offers products or services. It involves overseeing customer communication and guiding service agents to resolve inquiries and ...

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 ...

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 ...

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 ...