A company's heart is often its call center since it provides a first line of defense for customer dissatisfaction, as well as an unparalleled opportunity for cross selling. But building and ...

Considering the tremendous investment that goes into a corporate call center, improving productivity and efficiency is a business imperative for managers. There is only so much an agent with a headset ...

One of ETC's EASy call center simulation tool's key features is measuring the ease and accuracy by which agents look up information and select the right answers for customers. This is critical as more ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...