Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

NEW YORK (AP) — Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...