These fraudsters need to be taught a lesson.

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Nothing gets rid of a bad rule faster than following it exactly. What would you do if your new supervisor said you’d be written up for deviating even slightly from the call center script? Would you ...

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 ...

If you contacted the federal Obamacare call center early Thursday morning, you may have been told that your password for Healthcare.gov needed to be reset. But that is not the case, officials from the ...

Call centers are at the forefront of customer interactions, making it essential to ensure that agents communicate effectively, consistently, and empathetically. A well-crafted call center script not ...