Transform your call center QA program from a punitive tool into a strategic asset by implementing coaching methodologies that ...

Forbes contributors publish independent expert analyses and insights. I write about finance, philanthropy and changing consumer habits. This article is more than 6 years old. You’ve got a problem with ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...

White-glove service means the best of the best. It comes from 20th-century films when supervisors put on white gloves to see if housekeeping had cleaned appropriately. Not a speck of dust could appear ...

Chatbots will increasingly empower rather than replace call centre agents as more organisations come to grips with the limitations of the technology. That is according to Sami Ammous, Avaya’s ...