Many American organizations needed to quickly shift to remote work in March 2020, when the COVID-19 pandemic began seriously impacting the United States. For call centers, this meant agents staying in ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Every contact center goes through peaks and troughs in call volume, whether planned, seasonal, or unexpected. A natural disaster can lead to a rise in insurance claims, just as the New Year can result ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s ...

Call center software tools have become essential to almost every large-scale business. The software plays a critical role in simplifying customer relationships and improving an overall customer ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

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Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...