Using simulation technology to train customer contact agents can improve their productivity and effectiveness, according to a research study by the Georgia Institute of Technology. The project, ...

A company's heart is often its call center since it provides a first line of defense for customer dissatisfaction, as well as an unparalleled opportunity for cross selling. But building and ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Considering the tremendous investment that goes into a corporate call center, improving productivity and efficiency is a business imperative for managers. There is only so much an agent with a headset ...