Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

5 Call Queue Management Tips to Survive Peak Hour Traffic Your email has been sent Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

Customer experience continues to be a key contributor to business success and growth. Study after study shows that a good CX not only helps foster loyalty, but also contributes to a higher revenue — ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...