I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the ...

Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that ...

Call Centers are often consumers’ first encounter with a business. That experience can make or break a customer’s decision to continue interacting with the company. Because call centers shoulder the ...

This article will look at the characteristics of a call center that is omnichannel, and will discuss why that should always be the case. The customer journey is omnichannel, and customers expect and ...

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 ...

Survey: Two-thirds say lousy call-center experience can drive them away, 06/12/07: An unsatisfactory call-center experience will prompt roughly two-thirds of customers to either abandon or consider ...

Forbes contributors publish independent expert analyses and insights. I help executives track and innovate against business disruptions. The customer support call is one of the most important customer ...

Your customers and agents will thank you for adding queue callback. Here’s why these virtual holds are a win-win for call centers. Learn how to enhance contact center CX and level up the customer ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

Customer service jobs at virtual call centers are one of the few work-from-home opportunities open to candidates at the entry level. Here’s where you can look for a remote role at a virtual call ...