Call Center Magazine: What design issues are specific to call centers? Christine Barber: Call center operations are typically fast-paced, pressured and technology and information intensive. These ...

Healthy. Comfortable. Technologically advanced. Vibrant. If you don’t immediately associate these words with a call center, you’re not alone. Call centers typically bring to mind an image of crowded ...

Bell ExpressVu, a division of Bell Canada, prides itself on its ability to retain agents. Its annual agent attrition rate generally hovers at about 16 to 18 percent and only 3 percent of promoted ...

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.