This story was excerpted from Keegan Matheson's Blue Jays Beat newsletter. To read the full newsletter, click here. And ...

Call centers must balance optimizing performance with adherence to strict regulatory requirements-such as those specified in the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR ...

It’s long been known that excellent customer service is critical for companies’ bottom lines, and the numbers continue to support that. Research from The Harvard Business Review found that customers ...