The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Call center employees are the secret superheroes of every brand. These agents wield incredible power when it comes to customer experience, with the ability to build long-term brand loyalty and shape ...

Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

When I started my first job in a call center 20 years ago, people were already talking about how technology and automated processes were on the verge of replacing human agents. Today, with artificial ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

5 Types of Call Centers to Attract and Serve Your Customers Your email has been sent Discover how you can leverage different types of call centers to improve customer support and enhance operations.

Unlock superior customer experience by creating meaningful channels for agent feedback and incorporating frontline insights ...

In the context of Zappos, a company whose stated purpose is “To Live and Deliver WOW,” “wow” is typically delivered over the phone, the humble vessel that Zappos considers to be its most important ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

Customer service jobs at virtual call centers are one of the few work-from-home opportunities open to candidates at the entry level. Here’s where you can look for a remote role at a virtual call ...