From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

The global call center industry was valued at approximately $350 billion in 2024. Projections suggest that the impact of AI ...

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

AT&T's Pueblo call center. which opened in 2006, will close in June when the lease expires on its building. The closure is part of a company-wide effort to streamline operations.

Oftentimes, when people call in an emergency, they never meet the person behind the phone, and vice versa, but these "invisible first responders" are the first point of contact in critical situations.

Contact center agent training and contact center agent coaching aren’t diametrically opposing concepts; on the contrary, they’re complementary. Contact center agent training should come first.

How to best manage a remote call center Before we dive into the specifics of managing a remote call center agent, it’s important to understand what we mean by a remote customer service support team.

Since call center agents are costly to recruit, hire and train — especially when you have large teams — the most cost-effective way to address this is still to retain agents whenever you can.

The last step of your call center business plan figuring out how you’re going to get your first clients. They aren’t going to magically appear, despite the famous saying.

Understanding the Role of Coaching in Call Centers Call centers present unique challenges for agents, including handling high call volumes, dealing with diverse customer needs, and managing the stress ...