With major call center concerns surfacing at Baltimore Gas and Electric, the Maryland Public Service Commission held a ...

What are the differences between a call center and a contact center and why does it matter for customer experience programs? Call centers and contact centers can serve as the front lines of your ...

Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every 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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

While call centers are critical to consumer businesses, many organizations still perceive them as cost centers. They have to dedicate a part of their call center budget toward non-revenue-generating ...

The post Call Center Employee Tried To Assist A Rude Caller, But They Insisted On Being Put On Hold To Wait For A Supervisor ...

Microsoft on Tuesday said it will introduce new artificial intelligence tools for customer service call centers. Microsoft, which has backed ChatGPT creator OpenAI, is taking AI technology into a ...

Thanks to a trio of pandemic-era shake-ups -- job vacancies, work-from-home, and chattier callers -- customer-service wait times are soaring in the US. The average length of a service call rose by ...