The need to support a 24/7 global environment has forced companies to reinvent how they approach the various components of a successful call center. Determining the right combination of people, ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and ...

Firms like Willow CSN and Alpine Access are winning big clients, expanding business. After a slow start, the emerging virtual call center (or contact center) industry is showing signs of real growth.

Zoom's latest virtual agent release targets organizations ready to move beyond basic chatbot interactions toward fully automated, cross-system customer resolution. Zoom Communications unveiled Zoom ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

Is a Virtual Contact Center Viable for Busy Companies? Your email has been sent Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting ...

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 work environment requires new behavior, ...

More and more call center jobs are headed for foreign shores these days, analysts say. But could an emerging staffing alternative – and technologies to match – keep a percentage of those around here?

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

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 ...