Call centers, contact centers and contact center as a service software all fall under this category as they include handling of inbound contacts and outbound contacts in the context of customer ...

Call centers and contact centers fall under this category as both include handling of either inbound calls, outbound calls or both. Call centers that include handling of calls along with live support ...

With all the attention paid to the costs of labor in the call center, it's easy to understand why agents get all the attention. Agent salaries make up the lion's share of the ongoing expenses in most ...

Whether a business is calling out to potential customers or fielding inbound customer calls for orders or product information, awareness of what is involved in the process and how it fits a business ...

Workforce Management (WFM) can be the make or break for BPO operations. Not having a functioning WFM team central to the company’s operations is going to mean one thing: revenue lost – after all, the ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

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 ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

How to Write a Call Center Business Plan in 7 Steps Your email has been sent Get step by step guidance on the unique elements required for a call center business plan, including hiring, finances, and ...

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 ...