Three months ago, I heard from a call center manager whom I had helped when I was at the market research firm Gartner. She had just lost her job and was understandably upset. Superiors replaced her ...

The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader. Call centers aren’t going anywhere.

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...