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With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Rare is the call center manager who hasn't risen from among the ranks of agents. The toughest challenge for someone who used to be an agent is getting out of the mindset of someone who manages and ...

Outbound call centers can be broadly classified into two distinct types based on the nature of the calls being made. In each classification, the agents are either mostly engaged in campaign management ...