While administrative concerns are obviously important to any business, nothing compares in importance to a company's product. The...

The call center industry is dominated by narratives espoused by experts in articles, convention presentations, and podcasts that greatly...

Some of the hottest new buzzwords in the call center field include empathy, humanness, and emotional intelligence, often associated with...

BCI is not a software company, but I believe the role of software in call centers is essential and evolving. I recently viewed a...