Cities nationwide are using three principal models to effectively dispatch community responder teams. Two Behavioral Crisis Response team members respond to a welfare check in Minneapolis on July 11, ...

MISSOULA, Mont. — An hour before sunrise, Shelly Brost walked a mile in freezing rain to the public assistance office. She was running out of time to prove she still qualified for food aid after being ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Call center analytics is the process of collecting and ...

Who are customer relations managers and how do they perform their roles? For answers, we look to IT and call center outsourcing. The roles of customer relations managers have been made more complex by ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. From internal knowledge to call etiquette and system features ...

The call center is expected to receive and process 6,000 to 7,000 calls per day. U.S. Immigration and Customs Enforcement plans to establish a "National Call Center" in Nashville, Tennessee, to help ...

Raleigh’s 911 call takers now assess whether callers are best served by police or EMS, or if a mental health professional ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.