The agency, which provides benefits to roughly 70 million people, said late Monday it reduced the average speed of answering a call on its 800-number to 13 minutes, a 35% reduction compared to this ...

The best customer service reps are empathetic, adaptable, and clear communicators—qualities every leader needs in uncertain ...

A study carried out by researchers from several Chinese universities and a Chinese power company looked at what impact AI assistants were having on the plant's ...

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

Discover how AI-driven speech analytics is revolutionizing call centers by enhancing customer experience, improving agent ...

CVS Health has opened its new Workforce Innovation and Talent Center in cooperation with the Chicago Baptist Institute, where ...

A frustrated customer will only grow more agitated if forced to wait on hold for a significant period of time for a customer service call center representative. Make an effort to answer calls as ...

As India's digital transformation accelerates, Call Center Solutions for Small Businesses are becoming an indispensable tool for entrepreneurs looking to scale sustainably while offering fast ...

Contact centers are the frontlines for customer interactions and play a significant role in shaping customer perceptions and building loyalty. Maintaining quality assurance (QA) within the contact ...

For airline customer service workers, the holiday season serves it all: festive music on a loop, stressed-out travelers and, occasionally, movie-worthy triumphs. You might go see an airline agent ...

Step 1 — Identify your service model First, figure out what type of call center you’re interested in. There are four main options to choose from, including inbound, outbound, hybrid, and ...

1. Implement a callback option Offering callers the option to receive a call back rather than waiting on hold is a win-win. It’s one less caller in the queue, immediately, and that caller is ...