Despite these advances, customers still rely on--but often loathe--contacting a company's call center to articulate a unique need or resolve a problem, especially when the issue is complex.

The Call Center Grows Up. Shortly after Alexander Graham Bell invented the telephone in 1876, he offered to sell his device to telegraph giant Western Union.

The 1999 Call Center Benchmark Report was sponsored by Ernst and Young and Ameritech and is available only to members of the Center for Customer-Driven Quality. The center has more than 75 business ...

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

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support ...

For optimal performance, call centers are usually stacked with technologies like CRM (Customer Relations Management) software, automatic call distribution systems, and other advanced technologies.

Call centers and contact centers can serve as the front lines of your customer service and customer experience. Most organizations recognize that, but actually knowing the difference between a ...

Artificial intelligence call center software can improve customer service, reduce costs and maximize efficiency. Find the best AI call center software and tools. Written by eWEEK content and ...

The call center industry didn't even exist until AT&T introduced its toll-free 800-numbers in 1967. "The most striking thing is how much it costs to have a live American agent answer a call ...

Federal telephone call centers provide better customer service than centers run by state and local agencies or private firms, according to a new study by the Purdue University Center for Customer ...

L.L. Bean has announced it will lay off workers and reduce the hours of its customer call centers, a response to what the company says is more people shopping online.. Beginning July 15, the ...

Some people say customer service is dead. Let's face it, we've all had our share of experiences calling a customer hotline looking for help only to hang up feeling, well, helpless. But more than ...