Expedia Corporate Travel recently revealed plans to bring some of its call center functions back to the U.S. from Manila, Philippines, where they had been handled by PeopleSoft. That decision closely ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

For many companies, staffing and managing an internal call center can be a challenging and costly part of their direct-to-customer businesses – representing as much as 3% or more of net sales. An ...

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.

There are many benefits to working remotely. Remote workers spend loss money in commuting costs, and can generally get up just a few minutes before the official start of the work day before they log ...