Empathy is the performance engine of modern contact centers. When taught through targeted training, reinforced by coaching, ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Aware of Americans' collective impatience with IVR, Democratic Sen. Ruben Gallego of Arizona and Republican Jim Justice of ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.