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.

With all the attention paid to the costs of labor in the call center, it's easy to understand why agents get all the attention. Agent salaries make up the lion's share of the ongoing expenses in most ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

SAN FRANCISCO, March 11, 2025--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, ...

Call centers, contact centers and contact center as a service software all fall under this category as they include handling of inbound contacts and outbound contacts in the context of customer ...

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

(NYSE: RNG), a global leader in AI-powered business communications, today announced RingWEM, a next-generation offering that leverages and extends the recent acquisition of CommunityWFM workforce ...

If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...