Maximizing agent productivity and managing agent availability can be a challenge with Work-At-Home Agents (WAHA). Is the work-at-home agent dispostioning the call correctly? How do they absorb best ...

Believe it or not, that’s how some companies kick off their at-home call center agent programs – and one of the big reasons they fail. Presuming the best or most eager in-house agents will make the ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s ...