A few years ago, catalogers were investing fast and furiously in new systems. Now they’re focused on leveraging the investments they’ve already made. “Given the economic situation of most ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

What Is the Best Dialer for My Call Center? Your email has been sent Learn about five types of call center dialers, including the benefits and drawbacks of each solution. Discover the ideal dialing ...