Even without formal customer service experience, you can show you care about people. This means demonstrating that you’re ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Consumers today expect and demand efficient, timely customer service. They want to be able to control their own narrative, use their preferred channel of choice, and if necessary, speak to a live ...

Customer service jobs at virtual call centers are one of the few work-from-home opportunities open to candidates at the entry level. Here’s where you can look for a remote role at a virtual call ...

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 ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

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 ...

When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...

Lower abandonment rates, shorter wait times and increased appointment scheduling are just three areas where artificial ...

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 ...

Learn exactly how automatic speech recognition allows call centers to take advantage of voice data and better serve customers. Automatic speech recognition (ASR) technology has gotten a lot better in ...

Learn about abandon rates, how they affect call centers and online retailers, and what they reveal about customer ...