The trend toward omnichannel communication in contact centers is reflective of a broader shift towards digital customer service, as recently reported in a Gartner report on the three technologies that ...

How bad is call center agent burnout? I interviewed a manager of a small hospitality company recently, and he told me that half his employees quit within two weeks of completing their training.

Interestingly, they also found that 64% of contact center employees say that their role involves both customer acquisition and customer service and that of the calls that come into their contact ...

Through this partnership, current call center employees based in Iowa will transition to become InnoSource employees while continuing to work from home, utilizing our technology systems for ...

plans to close its Akron residential inbound sales call center and lay off 259 employees there. On Jan. 22, Dilys Hamilton-Bryan, senior director of human resources at Charter Communications ...