The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Oh, what a difference a year makes. I recently traveled to ...

Stay up-to-date with the latest Contact Center and Contact Centers as a Service (CCaaS) news and insights at CMSWire. Our Contact Centers CCaaS channel delves deep into the evolving world of customer ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...

Ultimately, every business succeeds or fails, according to how well it meets the needs of current and potential customers. Meeting customer needs has many aspects, such as developing an attractive ...

Opinions expressed by Entrepreneur contributors are their own. If repeat business is your goal, good customer service is essential. According to a recent survey, one bad customer service call will ...