Significant enhancements available to improve call center efficiencies with information gathering and reporting 911 call takers and call center management both benefit from the improved features and ...

The best call center software is RingCentral, providing omnichannel functionality, helpful project management tools, and a range of advanced features like interactive voice response (IVR). RingCentral ...

A call center system should reduce business costs while helping your sales and customer service reps perform at their best. Modern platforms offer a range of advanced tools that give both users and ...

NCO Group, Inc., a provider of business process outsourcing services, announced the deployment of a Web-based software tool to track and analyze customer behavior patterns, leading to better, ...

The fate of customer frustrations rests on your agent interactions. How well (and how often) your team members turn upset into victory determines if customer frustration simmers out or boils up. But, ...

For call centers to operate successfully, they must cultivate personnel equipped for today's demanding environment. This requires appropriate investments in agent recruiting, training, motivation, ...

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 ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...