A new bipartisan bill, called the "Keep Call Centers in America Act of 2025," introduced by Sen. Gallego and Sen. Jim Justice of West Virginia on Wednesday, proposes to ensure such jobs remain in the ...

Learn More and Request a Demo Getting the Mix Right. Ultimately, finding the right mix of chat and call center techniques for your mortgage business will depend on your customer base and their ...

While the calls may follow the same patterns and flow with traditional workforce management techniques, the shift to remote work has changed how agents work and perform after and between calls ...

In one study at a call center raising funds for a university, a scholarship recipient spent five minutes explaining to agents how their work had had a positive effect. After one month, agents who had ...

Improve Net Promoter Score – For example, when call center agents provide personalized customer experience (e.g., unique and tailored solutions), it can have a significant positive impact on NPS.

This is where call center key performance indicators (KPIs) come in, as they help you quantify the effectiveness and efficiency of your operations. So, you can craft the best experience for your ...

While call centers are widely used across many industries, there are many valuable tools that companies fail to take advantage of — tools that could do a lot to improve their business.

Personally check your customer service call center to see if it’s up to your standards. Take note on the amount of time it takes to get a live person or just to navigate the phone tree.

These days, it seems like just about every call center is facing “unusually high call volume” pretty much all the time. “I joke about this a lot,” said Christina McAllister, a senior ...