Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the agents are either mostly engaged in campaign management ...

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 ...

Let’s say you’re a customer service rep with a long queue of phone calls from customers. (Managers, I know most of you have been there). You go to answer the first one and — just like that — you’ve ...

When discussing outbound call centers, many people think of robocalls, the frustrating outbound calls you likely don’t want to receive from companies with which you likely don’t have any relationship.

Establishing a call center is a winning business plan. The industry is predicted to grow in the next few years, partly due to companies' need to evolve in new directions after being faced with the ...