Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

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During the past several years, the call center industry has grown more than 14 percent. In the United States alone, there are more than 2.7 million call center agents making up 3 percent of the total ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

A call center is a specialized facility that is used by organizations to handle customer interactions. All incoming and outgoing calls to customer support, telemarketing, and sales services are ...

When someone calls 911, they expect a highly trained professional to answer, but emergency call center workers are part of an "industry under immense pressure" because of understaffing and a host of ...

With every new layer of security, fraudsters look for their next way in. As the government implements a variety of controls in digital channels for identity and device proofing, fraudsters seek new ...

In many sectors (and perhaps most especially telephony, banking, and utilities) call centers have rapidly evolved from being a simple add-on, customer-facing service to an important differentiator. In ...

If call center staffing certification, which we covered last month, is akin to teaching, testing and awarding diplomas, then call center operations certification is more like accrediting the school ...

A little more than a year ago at a call center conference, a man from Australia won an award for Call Center Manager of the Year. In his acceptance speech, he stated that the last award he won was a ...