A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice ...

Workplace health programs often fail, and Griffith University research uncovered it is not due to lack of staff interest, but ...

First of all, labor shortage. Especially since the pandemic, it's hard to find people to fill these jobs. The average call-center worker quits after 18 months. Then there's consolidation.

Call centers are struggling with "surging call volumes, complex compounded emergencies, outdated technologies, and insufficient support," according to the industry survey released by the National ...

While call centers serve as the point of call for customer service and support, they are often fast-paced, with plenty of tasks and employees to manage. Call center management, thus, goes beyond ...

To help make the decision-making process simpler, we feature the best call center software solutions below. Reader offer: Get up to $60 off on Nextiva ...

Call center metrics are the data you harvest from all the solutions you use to operate your call center, such as your call center management (CCM) and customer relationship management (CRM) platforms.

Similar to other centers in the Early Adopters program, Lake said he teamed up with Amazon Web Services (AWS) to integrate an AI-powered system that can answer administrative, non-emergency calls ...

Becoming a Televerde employee isn’t easy. “We get 100 applicants for 10 or 15 openings,” said Televerde Chief Executive Vince ...

A growing number of cities are testing not sending police to 911 calls about mental health. Many 911 call centers in a new survey said they don't have the training to handle mental health calls ...

Call center employees have the same kind of downtime like any other industry; however, in the call center world, this downtime is referred to as shrinkage.