From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

Healthcare leaders are embracing automation to assist with everything from appointment scheduling and patient check-in processes to billing and more. To learn more about how intelligent automation and ...

Artificial intelligence is transforming call centers by streamlining tasks and improving customer service. Still, there is a ...

WEST LAFAYETTE, Ind. -- Business call center budgets are growing by 12 percent per year, salaries are on the rise, and employee turnover is down, according to a Purdue University study. The 1998 Call ...

Call centers have come a long way in the past five years in terms of elevating the role and stature of their operations. One contributing factor is the move to provide certification programs that can ...

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If you’re after versatile and reliable call center software, our research suggests RingCentral Contact Center is the best option out there. It offers a range of advanced features, including ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

We're pleased to be part of the planning for Call Center Demo in Dallas, coming up next month. And as observers of the call center industry for many years now, we figure it's our duty and privilege to ...