Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

REMOTE WORK ON A CLIFF: Many people in the U.S. and around the world are still working remotely. But one call center consultant took the remote office to new heights…dangling off the side of a cliff ...

Consulting firms can give your call center a tune-up to help you make certain that it's running smoothly. To work with consultants is to receive the expertise of call center mechanics – people who are ...

At 2 a.m. there's always chance a cell phone user is trying to figure out how to activate voice mail or report a stolen phone. So round-the-clock customer service is the primary objective of today's ...

With today’s contact center technologies, enterprises can work flexibly in a manner that suits their workplace culture, customers, and agents best — that is unless they're still on-prem. Though the ...