The typical call center spends $4,000 hiring a new worker and another $4,800 training him, according to Response Design Corporation. However, these figures do not factor in the indirect costs of ...

A Central Kentucky call center will soon be managed by a new company, and is not closing or laying off its employees.

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the ...

A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use.

Employees at D.C.’s 911 call center received an email from their boss telling them they’d be eligible for an $800 bonus if they show up for all their assigned shifts in August.

AI can be used to change humans’ behavior and presentation. Call center employees said in interviews that they knew of, or had heard omnipresent rumors of, or feared, a variety of AI tools.

In a different call center, Kevin Asuncion transcribed medical visits from half a world away, in the United States. You can get used to the hours, he said in an interview last year: 8 p.m. to 5 a.m.