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 ...

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.

Renz Miguel Marquez, a 29-year-old call center trainer in Makati City in the Philippines, uses AI tools to streamline his workflow. The call center where he works caters to broadband service ...

Choosing the right contact center platform is a critical step for any business. With a broad range of customer experience (CX) solutions available-from comprehensive platforms to specialized tools-it ...

Charter Communications, which does business as Spectrum, plans to close an Akron residential inbound sales call center and lay off 259 workers there.