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.

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

As anyone who has ever had a question about a product they bought or are considering buying knows, call centers are critical for customer satisfaction. Customer support agents help connect people with ...

Call center employees have taken on more responsibility after a challenging couple of years. Pandemic-related stress, work-from-home policies, and economic instability required 70% of call center ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Outsourcing call center operations has become a common practice for businesses looking to improve efficiency and reduce costs. However, maintaining high-quality customer service in outsourced call ...

The busy season can make or break a call center. Call volumes spike, schedules tighten, and every interaction is important. In the trades industry—where HVAC, plumbing, and electrical calls require ...

Healthcare leaders are embracing automation to assist with everything from appointment scheduling and patient check-in processes to billing and more. To learn more about how intelligent automation and ...

Although most health systems have centralized call center operations, the COVID-19 pandemic forced organizations to implement alternative solutions, including outsourcing. During a featured session ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...