The proposed rule would require affected companies to disclose a customer service agent’s location and limit call volume from overseas contact centers, among other changes.

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Are your CSRs truly helping customers, or are they spending half the day handling calls that should never reach them?

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.

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 and the notes he ...

The FCC is also considering a rule that would require companies to tell customers when their call is being handled outside the U.S. and allow callers to transfer to a U.S. center.

Learn the ins and outs of call center software pricing, how to estimate costs, what to expect, and how to get the best deal. Whether you’re getting call center software for the first time or you’re ...

The FCC is preparing to vote on a proposal that could force new disclosure, routing and data-handling rules for offshore call ...

How to Use Call Center Outsourcing and Protect Your Brand Your email has been sent When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do ...