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 ...

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.

Originally published in 1997 to industrywide acclaim, Call Center Management on Fast Forward has been the industry's standard reference on running a call center operation. Many of the processes and ...

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 ...

At first glance, sourcing agents from multiple call centers — which mix in-house, remote, and outsourced call center agents to create a distributed, virtual call center — would seem to promise ...

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, ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

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 ...