Although you are likely to have dealt with both male and female call centre agents, the fact is that 71% of workers in the global call centre industry are female. Dubbed the "female ghetto" or, more ...

I’ll never forget my first call centre job interview. After someone had suggested I could make “quick and easy” money, one summer my best friend and I found ourselves in the basement of an office ...

Ask a contact centre manager what their hardest operational problem is, and the answer is rarely a software gap. It is that ...

The pandemic is a severe stress test for the business continuity plans of global corporations. The operators of call centres are playing an important role in meeting that challenge, and it has not ...