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 ...

A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start working from home. It’s not easy being a call center agent — but if you can ...

Do you know the most important metrics to measure in a call center? Uncover essential call center statistics for maximizing efficiency, including turnover rates, answer speeds, and customer ...

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.

As digital self-service tools expand across government programs, a new report produced by Scoop News Group for TransUnion highlights a critical yet often overlooked fact: For millions of Americans, ...

The day the Oklahoma Tax Commission (OTC) launched its new cloud-based call center, its Taxpayer Resource Center processed 105 more calls than usual and reduced its time to write call summaries. The ...