From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes.

Periods of heavier-than-usual call traffic are inevitable for any type of call center. If you can handle call queue management effectively, it presents an opportunity for your team to strengthen ...

Call centers aren’t going anywhere. About 46% of global contact center decision-makers project their contact centers to grow 5% to 10%, according to a 2020 report from Get Voip.And 13% of call ...

Understand best practices for onboarding new call center agents as part of a broader CX management plan, with a focus on ...

Kristin Lemkau, head of U.S. Wealth Management in JPMorgan's Consumer & Community Banking unit since late 2019, ... JPMorgan hires Vanguard veteran to lead call center wealth managers.

It takes the company’s call tracking and analytics tools and packages them up in a new softphone system and virtual contact center for SMBs. It also combines sales-enablement and CRM elements.

Corporate call centers—and call center providers—are embracing new analytic tools to dig deeper into the big data they generate. There are a number of business factors driving the change, says ...