Do you want to better understand caller behavior? Set realistic performance objectives? Create accurate plans and schedules? Respond appropriately to real-time developments? While having a good ...

Since the early days of automatic call distributors 50 years ago, and for as long as the industry existed, call centers have been built around the queuing of calls. While there are many good reasons ...

5 Call Queue Management Tips to Survive Peak Hour Traffic Your email has been sent Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

Anna Baluch is a freelance writer from Cleveland, Ohio. She enjoys writing about a variety of health and personal finance topics. When she's away from her laptop, she can be found working out, trying ...

Standard operating procedures, widely referred to as SOPs, give employees valuable information on how to conduct various tasks and procedures. In a call center setting, SOPs define everything from ...

Intelligent Call Routing: The Tech Behind Faster, Smarter Call Centers Your email has been sent Key takeaways Intelligent call routing uses customer relationship management (CRM) context, agent state, ...

IP-based systems allow companies to route calls to home workers and satellite offices. Baxter Credit Union took a bold approach to upgrading its call center. In late 2002 it merged voice and data on a ...