Opinions expressed are those of the author. The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the ...

it hands the call off to the right call center agent. Agents working in these call centers know how to deal with common requests quickly and accurately to ensure maximum customer satisfaction.

The call center supervisors shouldn’t have anyone contest activities such as training and monitoring call agents’ interactions, working towards the center’s goals and alerting the call ...

We study the shift to fully remote work at a large call center in Turkey, highlighting three findings. First, fully remote work increased the share of women, including married women, rural and smaller ...

Employees at the District of Columbia’s 911 call center arrived at work Tuesday morning to find an email from their boss telling them that effective immediately, they would be eligible for an $ ...

Working at a call center can be a stressful job. For eight hours (or more!) a day, you talk with customers who have problems—and oftentimes those frustrations boil over. That can take a toll on ...