From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

Note: This article was previously published by ICMI, and has been updated for the Global Report. Of course, none of this comes for free—call centers can be costly to set up and operate. Everything ...

COLORADO SPRINGS, Colorado, June 25, 2010 /PRNewswire/ — The International Customer Management Institute (ICMI) announced the 2010Global Call Center of the Year Award winners at ACCE (Annual Call ...

Discover the best call center training software this year. Compare features, pricing, pros, and cons to find the best fit for your needs. Learn how to set up a virtual call center without wasting time ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Contact center analytics can help you make data-driven decisions.

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...