It seems to have really got to one guy.

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 ...

Managing the workforce and working hours of your call center staff requires more than the often logic-puzzle-like scheduling maze. Your priority is for customers' calls to be expediently handled, but ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

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

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...

Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes. Call center leaders are charged with managing growing call volume and ...