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 ...

Data is the fuel that organizations need to be successful, and that is particularly true for enterprise contact centers. According to recent McKinsey & Co research, companies that have applied ...

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.

Customer experience improvement remains a top initiative for business and information technology leaders. The stakes are high in CX. My research has found that 95% of companies now compete on CX and, ...

eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More. Whether it’s an e-commerce giant like Amazon or the local ...

Discover quality assurance best practices that can elevate customer satisfaction and improve agent performance. Follow these actionable insights to improve your contact center operations. Contact ...

CHARLOTTE, N.C.--(BUSINESS WIRE)--PCI Pal® (LON: PCIP), the global provider of secure payment solutions, today releases a comprehensive white paper, Keep Calm and Simplify - Contact center best ...

The Calabrio User Group community will be the first to experience the facility, when a group of regional customers converge in Minneapolis, Minn., at Calabrio's new downtown headquarters. The Calabrio ...