Three months ago, I heard from a call center manager whom I had helped when I was at the market research firm Gartner. She had just lost her job and was understandably upset. Superiors replaced her ...

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 ...

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 ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

Congratulations. You’ve survived 2009, the most challenging year for business since the Great Depression. DMG expects 2010 to be a better year, and the economic indicators show that the recession has ...

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.

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 ...

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 ...

Growing customer demand for high-quality experiences is encouraging companies to rethink their customer experience strategy. Those that do reap the benefits, according to a recent study from PwC: It ...