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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

If you're seeking ways to heighten your brand's experience, the branded call center approach can be a great way to start. Emotional branding optimizes your company's user experience and helps build ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

5 Call Queue Management Tips to Survive Peak Hour Traffic Your email has been sent Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

SACRAMENTO, Calif. — Many people have called California's Economic Development Department (EDD) hundreds of times, days on end. Maybe they were hung up on after waiting on hold for hours. These ...