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.

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

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 ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. There are dozens of call center solutions available ...

There are two types of call center managers working in unionized call centers today: those who have eliminated the “us vs. them” mentality when working with union representatives, and those who have ...

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 ...

Sweetwater, Texas-based Rolling Plains Rural Health Clinic is part of Rolling Plains Memorial Hospital and serves a large and remote area of West Texas. Of all of the clinic’s patients, 42% are on ...