Human-driven phone-based contact tracing is the backbone of states’ contact tracing programs. Success of these programs depends on reaching infected cases—and their recent close contacts—as quickly as ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

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 ...

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Gone are the days of exchanging napkin notes and ...

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.

As the regulatory state has expanded, governance, risk management, and compliance (GRC) has become a major new field of expertise with its own methods of critical thinking, risk assessment, and ...