Customers reach your contact center any way they wish — voice call, e-mail, chat or real-time collaboration over the Web. The customer experience is consistent across all media, and each ...

But more than ever, the customer call center is becoming a critical touch point for businesses--and a moment of truth for customers--when a single three-minute phone call can make or break a ...

Organizations that are listening to customer frustration are responding in several key ways: by updating call center technology, by making it easier to reach a human agent if necessary and—in ...

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

The fundamentals of contact center quality assurance, why it matters, how it’s implemented and what modern tools are driving ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in ...

while a cost center focuses on customer retention to prevent lost business. Understanding call center objectives and goals will help you improve your in-house center or hire the right service for ...

Like so many millions of American workers, across so many thousands of workplaces, the roughly 230 customer service representatives at AT&T’s call center in Ocean Springs, Miss., watched ...

Customers reach your contact center any way they wish – voice call, e-mail,chat and real-time collaboration over the Web. The customer experience is consistent across all media, and each ...