Look for learning systems that emphasize call center management skills like problem-solving and workforce planning.

Jim Browning is a software engineer and an expert on scam call centers. His YouTube channel baits scammers by gaining access to their computers, observing them through CCTV, and hacking into their ...

Almost a year ago, Swedish fintech company Klarna unleashed havoc in the call center industry with a shock announcement: Its ...

Because some of the affected employees work at IRS call centers, the agency’s firing of some 6,000 workers also raises concerns about tax filing season, which is just ramping up. In Cincinnati ...

including satisfaction with the customer service representative and resolution of the call. Feedback is obtained from the ...

“Max and Shawn’s friend, Raul, who had to return to Nicaragua to support his family, faced accent discrimination at his call center job,” Narayana said. “His experience with ‘accent ...