When it comes to customer service, one of the most powerful tools to help support both businesses and patrons is the call center. According to recent US statistics, 90% of customers respond with a ...

Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...

For many companies, one of the most challenging aspects of growth is dealing with the increased demand for customer support.

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

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 ...

Struggling to decide between answering services vs call center services? Check out our in-depth guide to learn which one’s right for your business. Answering services and call center services both ...

“The amount of data we are able to get from a coaching perspective is unreal,” said Michelle Grimm, director of consumer operations business support for Fifth Third Bancorp. Fifth Third Bancorp used ...

We may earn a commission from links on this page. In a world that seems increasingly determined to keep us apart, we’re all bound together by at least one universal experience: the frustration of ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

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 ...

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 ...