Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

We’ve all been there. Maybe you worked in sales, or maybe you were fundraising, trying to get someone to pick up the phone and actually listen to you. Let’s face it, no matter which end of the line ...

The post Call Center Employee Gets Great Feedback For Sounding Natural, But Then A New Supervisor Tells Her To “Stick To The ...

I received many comments following the column “Could frustrated consumers reverse the offshore call center trend?” In fact, I received more e-mail on this topic than any other. I always appreciate the ...