In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and ...

Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and ...

Up until recently, when you asked an analyst firm for insight on the virtual call center market, they sent you to the contact center folks, who in turn talked about bricks-and-mortar organizations and ...

Office Depot is in the process of shutting down nearly all its internally operated call centers and shifting the load to outsourcers – in particular, outsourcers who use home-based agents. The office ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

Is a Virtual Contact Center Viable for Busy Companies? Your email has been sent Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

A customer’s loyalty to a brand is often set by a series of interactions—on- or offline—that tie customers to the company. Yet consumers can be fickle. Customers are increasingly discerning and expect ...

Welcome to this week's No Jitter Roll, our regular roundup of product news in the communication and collaboration spaces. In our second edition of 2023, Verizon expands customer options with new tools ...

Digital contact centers have been evolving for a while now. A significant component of that evolution is self-service through human language. A technology commonly used to achieve this is called ...

Today’s call centers offer businesses a wealth of valuable features to help answer customers’ calls faster and provide efficient customer service. They route incoming callers to the right person ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Just over one year ago, JPMorganChase hired the first ...