Understanding contact center best practices will allow your agency to identify gaps and develop a future state vision that supports best-in-class people, processes, and technologies.

Whether you are a small business queuing calls for a receptionist, a wholesale call center handling calls for multiple companies, or a more specialized environment such as a call center with mobile agents – …

A compliance checklist and sample agent script guidelines are included to help call center managers, compliance officers, and directors in regulated industries (insurance, healthcare, finance, lead …

EXECUTIVE SUMMARY In an efort to address the lack of formal standards for crisis call center metrics, the National Suicide Prevention Lifeline (Lifeline) set about gathering available and relevant …

Some of the options for a call center include hotlines, shared infrastructure arrangements, establishing an in-house call center or outsourcing the call center to a third party vendor.

A contact center is “a coordinated system of people, processes, technologies and strategies that provides access to information, resources and expertise, through appropriate channels of …

Webex® Contact Center is a next-generation cloud contact center solution inspired by customers and architected for business.