A Kuwaiti citizen was compelled to confess to insulting a customer service representative after being shown a recorded clip ...

Tech solutions can help companies to manage costs in the contact center without sacrificing the customer experience, says Max Ball, a principal analyst at Forrester: “Omnichannel capabilities that can ...

(SQM). Jackson was also recognized for “Highest Customer Service – Business to Business (B2B) Industry,” was named a finalist for Call Center of the Year and received Call Center World Class ...

Hsieh's guidance resulted in an obsession with pleasing the customer, and call center employees were encouraged to stay on the line for as long as necessary. Another one of Hsieh's tenets is to ...

A lot of the time, I get referred to a phone number to call ... center is reduce cost," said Jeff Gallino, the CEO of CallMiner, a software company that focuses on conversation intelligence and ...