Most people can visualize the classic customer service environment: hundreds of agents sitting side-by-side in a large contact center, all working off the same script, working the same shifts and ...

The coronavirus (COVID-19) crisis has forever changed how call centers think about maintaining business continuity -- from managing agent resources and having the right technology in place, to shoring ...

Contact center agents have tough jobs – talking to people who are confused or frustrated and trying to solve their concerns while also maintaining a position as the public face of the company and also ...

How to Set Up a Virtual Call Center the Right (& Easy) Way Your email has been sent Learn how to set up a virtual call center without wasting time, money, or resources on things that don't matter.

Is a Virtual Contact Center Viable for Busy Companies? Your email has been sent Discover why a virtual contact center is a no-brainer for cutting costs, enhancing customer experiences, and letting ...

The coronavirus pandemic has upended our communities, resulting in record-breaking numbers of businesses closing their doors and surging unemployment rates. But even in the midst of this unprecedented ...

JPMorgan Chase’s virtual call center in Detroit continues to see success. So much so, the model is being replicated elsewhere in the U.S., Peter Scher, vice chairman of JPMorgan Chase and Co., told ...

Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

In the 1990s, contact centers started to “meet customers where they were,” defined by agents learning how to better handle phone calls, said Rob McDougall, Upstream Works CEO. By the 2000s, chat and ...

Digital contact centers have been evolving for a while now. A significant component of that evolution is self-service through human language. A technology commonly used to achieve this is called ...

There are plenty of practical benefits gained by implementing a virtual contact center in your organization, ones that have nothing to do with preparing for a worst-case scenario—which we’ve all ...

To continue reading this content, please enable JavaScript in your browser settings and refresh this page. Just over one year ago, JPMorganChase hired the first ...