In these days of cost-consciousness, it’s the rare operations manager who hasn’t been asked to reduce call center expenses. But when asked to tighten your belt, where should you begin? Traditional ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...

Ann Ruckstuhl, senior vice president and chief marketing officer at LiveOps, a provider of cloud-based virtual call center software. "Everything can be provisioned through servers in the cloud." The ...

Dear PAO, I am currently employed as an operations manager at a call center in Taguig City. I sometimes find myself working ...

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 ...

In a little more than a year, 24-year-old Devoun Rushing has gone from working at Olive Garden to a management role in one of southeast Michigan's faster-growing office jobs: the call center. The ...