I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Empower your frontline team by mastering the top 5 essential skills and learn how strategic leadership uses Call Center QA to ...

Consumers today expect and demand efficient, timely customer service. They want to be able to control their own narrative, use their preferred channel of choice, and if necessary, speak to a live ...

Survey: Two-thirds say lousy call-center experience can drive them away, 06/12/07: An unsatisfactory call-center experience will prompt roughly two-thirds of customers to either abandon or consider ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

In the long run, honesty leads to stronger loyalty, a better reputation and a healthier balance between people and progress.

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 ...

Less than six months after rolling out voice AI in its call centers, one nonprofit health system is already seeing signs that the technology is successful in improving the patient experience. Allina ...

Customer service jobs at virtual call centers are one of the few work-from-home opportunities open to candidates at the entry level. Here’s where you can look for a remote role at a virtual call ...

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 ...