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.

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 ...

Note: This article was previously published by ICMI, and has been updated for the Global Report. Of course, none of this comes for free—call centers can be costly to set up and operate. Everything ...

COLORADO SPRINGS, Colorado, June 25, 2010 /PRNewswire/ — The International Customer Management Institute (ICMI) announced the 2010Global Call Center of the Year Award winners at ACCE (Annual Call ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...