It's rare when it happens, but when miscalculations enter a call center the results can be catastrophic. Curt Barry, president of F. Curtis Barry & Company, a Richmond, VA, operations and fulfillment ...

CHICAGO — Contact centers are becoming increasingly distributed as companies move away from building vast phone rooms in favor of smaller remote offices and home-based agents. To streamline management ...

I am currently employed as an operations manager at a call center in Taguig City. I sometimes find myself working beyond my regular duty schedule. Even though I am highly paid as a manager, I still ...

It feels like the more technology a company deploys in its call center, the more it results in the worst customer experience possible. What used to be a personal conversation with a specific person is ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...

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 ...

8 Simple Call Center Best Practices That Require $0 Spend Your email has been sent Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...