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 ...

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.

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 ...

In the past few months, I’ve been using this page to explore my idea that creating “happy customers” — though it may seem simplistic — is the cornerstone of what a call center is supposed to do. And I ...

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 ...

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 ...

In any kind of business, communication is the key to success. It's important for team members to communicate well, but in order to build a business that customers love and want to buy from repeatedly, ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Forty-one percent of call center agents say that they want AI to tackle complex calls. Yet 40% fear that AI will one day take away their jobs. That’s the finding in a survey released today by AI ...