Call center

Low compensation and high stress in the contact center led to a jump in employee attrition rates, according to a study from Burlington, MA-based IT solutions provider Dimension Data.

Improve your contact center customer service with these seven tips from Penny Reynolds

If train A leaves Boston at 3:13 p.m. going 75 miles per hour, and train B leaves New York City at 2:24 p.m. going 71 miles per hour, what time will they

Rosanne D’Ausilio, Ph. D., is an industrial psychologist and president of Human Technologies Global. She will present The Five Ws of World-Class Customer

Crediting increased operational efficiencies as the catalyst, Lillian Vernon closed its satellite call center in Manila, Philippines, on March 18.

Universal service agents perform a wide variety of tasks in today’s contact center: taking inbound order calls, resolving customer service issues, responding to e-mails, engaging in online chat with Web customers.

Before the visions of sugarplums have danced completely away for another year, be certain to contemplate the performance of your contact center during the holiday season immediately past.

Many of us are stuck. We have talked about becoming customer-centric, value-added, mission-critical, and a lot of other hyphenated things, but we are