Up until recently, when you asked an analyst firm for insight on the virtual call center market, they sent you to the contact center folks, who in turn talked about bricks-and-mortar organizations and ...

In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter. Discover how a multichannel contact center works, how to deploy one, its benefits, and ...

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...