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.

We’ve now completed our study of the call center. We did it because we wanted to learn about the trend that has executives looking to generate revenue from this part of the business that has ...

I was doing research for a white paper not long ago and it gave me reason to speak with people who operate call centers. The call center operators I spoke with had one thing in common; they used ...

Competitors Avaya and Genesys Telecommunications Laboratories also are working on similar strategies, which they trumpeted late last week at Microsoft's partner conference in New Orleans. Siemens' ...

SUNNYVALE, Calif.--(BUSINESS WIRE)--Ooma, Inc., a smart communications platform for businesses and consumers, today announced Ooma Office Pro Plus, a new plan for the Ooma Office business ...

Similarly, many call centers can be inspired by Minneapolis' weaving together myriad back offices into one customer/citizen-facing call center. Stickney's story is about going from a series of ...

Why should call centers care about CRM? At banks, for instance, branches are more conducive than call centers to fostering individual relationships between tellers and customers. A frequent visitor 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 ...

5 Key Call Center Software Features + How to Judge Them Your email has been sent There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what ...

A company's heart is often its call center since it provides a first line of defense for customer dissatisfaction, as well as an unparalleled opportunity for cross selling. But building and ...

Following an internal assessment of its patient contact experience in 2017, Boston-based Dana-Farber Cancer Institute underwent a total overhaul of what was found to be an unnecessarily complex, ...

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 ...