Learn how a call center compares with its industry peers, the industry average, and world-class performers for the top call center benchmarks and industry standards. The top call center benchmarks ...

When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

While the term “AI” might conjure thoughts of automation replacing human roles in the call center, the reality is quite different. AI tools are designed to empower human agents, not replace them.

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

As the world becomes more digitized, businesses need to adapt quickly to meet customer needs in new and innovative ways. The mortgage industry is no exception. With customers demanding quick and ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

You're already feeling your blood pressure soar as you listen to the same few bars of the same synthesized on-hold phone music so many times, it’s bored into your brain. Finally, after 15, 20, maybe ...

In my Jan. 12 column “You call that customer service?” I suggested that a default on the social contract between corporate America and consumers might help explain the lack of empathy among some after ...