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

Call Center training should be part of a broader CX management strategy and can deliver real financial benefits when not ...

Discover the best call center software available today. We selected these options based on factors such as key features, uptime, pricing and more.

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

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.

There's valuable data in those contact center logs that have largely been gathering dust, and companies are using new tools to mine them to boost customer satisfaction and revenue and lower costs.

The incidence of absenteeism in business process outsourcing (BPO) employees is higher in the Philippines and in Asia Pacific than the rest of the world due to odd work shifts, a global study showed.

The embattled head of D.C.'s 9-1-1 Office of Unified Communications testified before the city council's oversight committee Thursday.