Understanding your customers, listening to feedback and empowering employees with the right technology will go a long way to satisfying customer needs. It's a customer-centric world. The call center ...

Today's contact centers are fine-tuned machines, with no penny wasted and every customer interaction optimized. Before founding Zenarate, I led contact centers at large financial institutions. During ...

Call-center employees face stressful situations on a daily basis — irate customers, high targets and more. What skills can help them cope? Call-center employees have rightfully been heralded as the ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

Call centers have leveraged advanced technology for decades—from first-generation call-routing systems that dispatched customers to the first available agents to interactive voice response (IVR) ...