Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned ...

Whatever industry you’re in, making self-service work for your customers is critical to reducing costs. Certainly, if your company could afford it, it would respond to every customer personally. It ...