In this story, one teenage girl did a great job sounding natural at her call center job, but then a new supervisor told all ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

Pharmacy benefits manager Express Scripts will close its 300-worker customer service call center in Pueblo in April, a company spokesperson confirmed Wednesday. The move comes as more clients use the ...

5 Things Call Center AI Can Do Today and What’s on the Way Your email has been sent Call center artificial intelligence is already helping contact and call centers in a wide range of areas, from agent ...

8 Simple Call Center Best Practices That Require $0 Spend Your email has been sent Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the ...

Customer interactions don't necessarily end after the caller and the agent disconnect the line. In many call center scenarios, agents may spend a few seconds or even minutes inputting final data into ...