The best call center software is RingCentral, providing omnichannel functionality, helpful project management tools, and a range of advanced features like interactive voice response (IVR). RingCentral ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

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 ...

Although call centers can be beneficial in a few ways, like requiring less work and providing reliable contact, they have their challenges, like being slow or not offering monitoring. Regardless of ...

Learn practical steps for recognizing and responding to call center burnout — before it’s too late. Call center burnout is a real phenomenon that affects your most dedicated employees. The harder ...