Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

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

The million dollars didn’t materialize, but connections did. Needing work, he took a telemarketing job at a company called ...

From clearing up garbled speech on 9-1-1 calls to providing victims with automated investigation updates, artificial ...

Heart Evangelista knows how to join the humor train! On TikTok, the Global Fashion Icon shared a video of herself with ...

The Qantas breach appears to be isolated to a third-party contact center that the airline uses for customer service queries.

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

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

The global call center industry was valued at approximately $350 billion in 2024. Projections suggest that the impact of AI on this sector could reach $2 to $3 billion in 2025, which represents about ...

The city of Aurora’s newly-launched “first point of contact” — called myAurora 311 — is now fielding around 400 calls each ...

Contact centers spend millions on training-but still battle turnover and inconsistency. Discover how one exec fixed it with ...

As I waited for news from Ford, I searched for more contact-center agents willing to talk. Rebecca Harris has fielded calls—mainly for telephone-, internet-, and TV-service companies—since 2007.