Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

The Centers for Medicaid and Medicare Services is working on a new small business contract for training and other services to support its call center operations. In a request for information, CMS ...

A business’ call center is the foundation of many customer interactions, and the goal should be to provide the best possible experience for those calling in with concerns or questions. When customers ...

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.