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 ...

This blog specifies some industry standards for the top call center Key Performance Indicators (KPIs). Most call center managers know the need to track KPIs to assess the efficiency and effectiveness ...

Learn how a call center compares with its industry peers, the industry average, and world-class performers for the top call center benchmarks and industry standards. The top call center benchmarks ...

Call centers have long been front and center in providing customer service and support — in fact, IBIS World estimates that there are 36,787 customer care centers employing 305,000 individuals in the ...

1. Decide which features you need. With annual costs ranging from $3,600 for small teams to $150,000 or more for enterprise operations, call center software is a significant investment in your future, ...