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A few years ago, catalogers were investing fast and furiously in new systems. Now they’re focused on leveraging the investments they’ve already made. “Given the economic situation of most ...

Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How do they absorb best ...

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.

India, Jan. 16 -- The global integration of Artificial Intelligence (AI) has given a major push for the call center industry's massive smart transformation. AI tech now equips call centers with tools ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...

Handling patient billing inquiries and payments can be challenging for call center representatives. Conversations are often awkward and unproductive, and reps often aren’t equipped with information ...

For today’s contact centers, there’s good and bad news when it comes to saving money and reducing carbon footprints, says Jeff Marshall, lead technical consultant at worldwide IT consultancy Dimension ...