From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

If you want better customer service, recording a call sometimes works, and sometimes it doesn't. But there's an even better way to solve this problem.

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on ...

Learn More about our Customer Service Program; Finally, it’s important to monitor customer satisfaction levels with both chat and call center support so that you can make adjustments as needed. By ...

As the activity ramps up, so does the demand for high-quality customer service. According to Kura, customer service calls went up by 110% over the 2021 Christmas period. And over 91% of customers ...

How artificial intelligence is revamping customer call centers 08:43. Customer service has become a huge problem in this country. Just ask … literally anyone.

These days, it seems like just about every call center is facing “unusually high call volume” pretty much all the time. “I joke about this a lot,” said Christina McAllister, a senior ...