The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

It's rare when it happens, but when miscalculations enter a call center the results can be catastrophic. Curt Barry, president of F. Curtis Barry & Company, a Richmond, VA, operations and fulfillment ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Business Process Outsourcing, often abbreviated as BPO, is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party ...

Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes. Call center leaders are charged with managing growing call volume and ...