Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Picture this: Instead of having to operate an expensive call center tied to a physical location, you’ve created a virtual, multimedia contact center staffed by agents working from home or in distant ...

Encore JV1 will support VA contact center operations, providing benefits assistance and customer service for veterans and ...

SAN FRANCISCO--(BUSINESS WIRE)--Dialpad Inc., the industry leader in AI-powered communication and collaboration, today announced that TMC, a global, integrated media company, has named Dialpad Contact ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...