Customer service and contact center
Customer service refers to the support organizations give customers after a purchase, and contact centers are the points where organizations can manage these interactions. Keep tabs on the evolution of customer service and contact center technologies and best practices to maintain service strategies properly.
Top Stories
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Tip
03 Mar 2026
Identity-first CX blends customer convenience and security
Identity-first customer experience is an interesting and ambitious concept that melds customer ease of use and security controls. Sounds great, but can it be done? Continue Reading
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Tip
27 Feb 2026
How to improve the contact center experience for customers
Customers expect contact center interactions to be fast, seamless and personal, but improving the experience requires balancing automation, self-service and human support. Continue Reading
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Answer
17 Sep 2009
How can I measure call center agents' unavailable and "not ready" time?
Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. Continue Reading
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Report
03 Jun 2009
Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales professionals. Continue Reading
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Answer
26 Feb 2009
Does hot seating in the call center affect agent morale?
Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip. Continue Reading
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Answer
16 Sep 2008
Pros and cons of auto-response software in the call center
Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss. Continue Reading
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Answer
19 May 2008
Call center rules and regulations: Why are they so strict?
Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. Continue Reading
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News
08 Oct 2007
Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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Answer
12 Sep 2007
Call center scheduling: How to manage Auxiliary or unavailable time
Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
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Answer
26 Jul 2007
How to evaluate call center quality analyst performance
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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Answer
12 Jan 2007
How do you define flow out calls?
Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading