A retailer’s ability to resolve customers’ problems effectively continues to be a business basic. Both call centers and contact centers (and there are significant differences between the two) operate ...

SCOTTSDALE, Ariz., March 23, 2018 (GLOBE NEWSWIRE) -- Liveops, Inc., the leading provider of on-demand virtual call center services, today announced that it has launched an industry assessment to ...

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 ...

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

At our last ACCE conference, it was interesting to see just how popular the sessions were that focused on foundational “call center 101” principles. The interest in this type of education is a great ...

The Biden administration is moving to lessen the importance of a controversial metric used to calculate valuable Medicare Advantage star ratings that’s been at the center of recent lawsuits.