With AI dominating headlines, it’s easy for any business decision-maker to get wrapped up in how to fast-track their teams and innovations with the emerging tech. This rings true for the contact ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. Is it just me, or do call center agents seem burned out lately? They're ...

Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding — proof that you’re building a tribe of followers, cheerleaders, and referrers ...

The consensus from analysts, my customers, vendors, and their maintenance providers about moving contact center agents home to work for COVID-19 is that technology was the easy part. That’s no ...

Contact center work is stressful in all industries. In the insurance industry, it can be downright exhausting. Instead of taking calls about return policies or clearance sales, contact center agents ...

In my previous post, "Is It Time To Disrupt Your Call Center?," I described an all-too-common experience of calling a major credit card issuer for help, focusing on the impacts on the customer ...

How to Start Working as a Call Center Agent From Home Your email has been sent A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...