In recent years, organizations have looked to many sources for new efficiencies: cutting-edge technologies, offshore outsourcing, countless variations of metrics and scorecards and ever-expanding self ...

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.

Benchmarking is a well-established tool for measuring and managing call center performance. Effective benchmarking enables you to quantify the performance of your call center, compare your call center ...

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 ...

Call center software tools have become essential to almost every large-scale business. The software plays a critical role in simplifying customer relationships and improving an overall customer ...

In many sectors (and perhaps most especially telephony, banking, and utilities) call centers have rapidly evolved from being a simple add-on, customer-facing service to an important differentiator. In ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

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 ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...