Although you are likely to have dealt with both male and female call centre agents, the fact is that 71% of workers in the global call centre industry are female. Dubbed the "female ghetto" or, more ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...

We are a team of writers, experimenters and researchers providing you with the best advice with zero bias or partiality. Salesforce predicts that by 2027, 50% of customer service cases will be ...

(Barbados Nation) Barbados and other Caribbean countries that have business process outsourcing (BPO) entities, especially call centres, with links to the United States (US) are being warned about a ...

The Philippines is emerging as the go-to choice for businesses that need call center services. Unsplash The Philippines has firmly established itself as a global leader in the call centre industry, ...

One of the most hotly debated subjects at this year’s World Economic Forum in Davos concerned the risks posed by technology to jobs, political stability and cyber security. Disruptive technologies ...

British Gas customers face the prospect of talking to AI chatbots rather than humans under plans to cut 1,300 call centre jobs.

“I’m the same — I hang up on those calls,” he said. Which may come as a surprise, given Mr Valente is the Australian vice president of customer experience strategy at Teleperformance (TP), the French ...