Scam call centers rely on strict scripts and pressure tactics. In this video, we flipped the situation and treated the call ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...

Managing the workforce and working hours of your call center staff requires more than the often logic-puzzle-like scheduling maze. Your priority is for customers' calls to be expediently handled, but ...