Put yourself in the shoes (or the seat) of a typical call center agent. You are hired to answer the phone, while at the same time handling email, chat and text messages. You are paid a low wage ...

Of course, the call center agents try to take in information and see what they can do, but they really just let us go blah-blah-blah until we get tired and exhaust all pent-up emotions.

Augusta's rise from Zappos' call center was enabled by the Company's culture, which encourages personal growth. According to Augusta, "In most corporations you have to go through certain protocol ...

The customer journey is omnichannel, and customers expect and demand an exceptional experience through every channel they interact with, so why should the call center be any different? This ...

Cheryl Lynch, call center agent, said one of the first calls she got when she started in December was a 94-year-old woman who had never visited her husband's grave at Arlington.

Corporate call centers—and call center providers—are embracing new analytic tools to dig deeper into the big data they generate. There are a number of business factors driving the change, says ...