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 ...

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 ...

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 ...

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 ...

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 ...

Silicon Valley startup Sanas has a lofty goal: to make call center workers sound white and American, no matter the country they're from. And that's just the beginning of their grand plan. The voice ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...