The New York State Workers’ Compensation Board wins User Excellence Award runner-up for going virtual and greatly enhancing customer service. One of the first calls employees injured on the job make ...

The need to support a 24/7 global environment has forced companies to reinvent how they approach the various components of a successful call center. Determining the right combination of people, ...

Up until recently, when you asked an analyst firm for insight on the virtual call center market, they sent you to the contact center folks, who in turn talked about bricks-and-mortar organizations and ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

Smart businesses recognize the value of outsourcing, as this can lead to huge cost reductions. Some lack the internal resources to meet customer expectations, while others can no longer handle the ...

Today's call centers offer businesses a wealth of valuable features to help answer customers' calls faster and provide efficient customer service. They route incoming callers to the right person ...

Establishing a call center is a winning business plan. The industry is predicted to grow in the next few years, partly due to companies' need to evolve in new directions after being faced with the ...

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...