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 ...

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 ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s ...

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 ...

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 ...

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, ...