Checking out the top 10 most popular customer service/call center articles on CMSWire from 2022. Customer service and call centers have become an extremely important part of a brand’s customer ...

Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

MAULDIN, S.C. (WSPA) – Due to the COVID-19 pandemic, the Samsung call center in Mauldin had to go remote years ago, but today, the city is welcoming the company back to the area. It’s on Brookfield ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent? Businesses constantly measure call center agents ...

Schwing America’s new Call Center at their White Bear, MN, headquarters has a new system of fielding incoming service and parts telephone inquiries which results in more efficient handling of customer ...

Call Centers are often consumers’ first encounter with a business. That experience can make or break a customer’s decision to continue interacting with the company. Because call centers shoulder the ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

Timmia McIlwaine began working as a customer service representative for a major airline 11 years ago, and she remembers often going nearly a month without handling a single angry call. That was before ...

If only money mistakes could be fixed so easily like ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Although 2023 may have been dominated by a deluge of generative AI product announcements, the year also witnessed big news regarding Avaya, the overall move toward cloud-based platforms and the ...