The third-party call center representative improperly accessed personal data of retirement plan participants between December 2024 and January 2025. Inspira Financial Trust LLC—a provider of health, ...

In a call with a customer service rep, a customer refused to answer basic security questions and instead asked to be transferred to the company’s president. Customer service workers say this is ...

Call centers can provide call-back technology so customers do not have to wait for an available rep. Another way to improve call center metrics and reduce handle times is by deploying intelligent ...

1. Optimize skills-based routing. This is not a new technology, but so many call centers aren’t maximizing its value. Skills-based routing automatically directs callers to the right agent based ...

Goals & Objectives in Customer Care in a Call Center. ... only grow more agitated if forced to wait on hold for a significant period of time for a customer service call center representative.

Sens. Alex Padilla, D-Calif., Thom Tillis, R-N.C., and Rep. Tony Cárdenas, D-Calif., have introduced legislation that would require the FCC to begin the rule-making process to make the change.

How we maximize when a call center representative is on the phone with the customer,” Silverstein said on Tuesday afternoon during HousingWire’s AI Summit in Dallas.