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IT IS a familiar litany. Your call is important to us. An operator will be with you as soon as possible. Your call may be recorded for quality-control and training purposes. These phrases are familiar ...

We live in a world of call centres. Employment in call centres is still rising. In B2B markets, the call centre may be as large as a consumer call centre, or as small as a few desks. Whatever size ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

An airline was selected as the winner of the “Most Effective Contact Centre Training Program” award at a gala ceremony in Edinburgh for its New Hire Induction Training program, which was hailed by the ...

1:52 CRA call centres slow to answer, give inaccurate advice, auditor general says A senior official working at the Canada Revenue Agency says the agency is looking to artificial intelligence and ...