The sort of music they play when your call gets put on HOLD seems like their way of saying: YOUR CALL IS NOT IMPORTANT TO US. Our Cover Story is reported by Martha Teichner: At 79, with her heart ...

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 ...

Federal telephone call centers provide better customer service than centers run by state and local agencies or private firms, according to a new study by the Purdue University Center for ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Consumers who call the customer service department of your call center are typically individuals who have a problem, concern or complaint and are looking for assistance. Handling these people in an ...

Discover how regular, constructive feedback transforms call center QA from a compliance function into a powerful driver of ...

Call centers often represent the hub of customer service. Many large organizations maintain call centers to make outbound calls and intake incoming calls to assist customers. While some organizations ...

Learn proven de-escalation techniques and best practices that transform high-stakes customer escalations into resolution ...

Pick up the phone, dial a customer service line and you’re likely to hear an automated warning that it could be a while before you speak with an agent. These days, it seems like just about every call ...

This blog focuses on Call Center Quality Assurance (QA) impacts on Customer Service Key Performance Indicators (KPIs). QA measures, benchmarks, and tracks call center and agent performance for KPIs ...