Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

With recent regulatory developments in the industry and routine call center functions moving to offshore teleservices vendors, there is no time like the present for the Call Center Research Laboratory ...