Discover the best ways to get call center queuing times under control without telling agents to work harder. Long hold times are one of the biggest sources of frustration for callers. Excessive call ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Dealing with an employee who avoids phone calls can be uncomfortable. Learn how to recognize and stop call avoidance early on. When call center reps avoid taking calls, it creates problems across your ...