Corry Cummings

Discover the best call queue management tactics to decrease wait times without hiring more call center agents.

Learn how data from call detail records can help you find fraud calls made by your phone system — and prevent them from happening again.

A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and what to do if they’re not.

Setting up a call group is a great way to get more out of your phone system. Discover how they work and the best ways to use them.

Discover the best ways to get call center queuing times under control without telling agents to work harder.

When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do it today.

A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use.

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit.

Learn practical steps for recognizing and responding to call center burnout — before it’s too late.

Discover some of the newest call center IVR features plus how they impact agents, customers, and your average wait time.

Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous.

Dealing with an employee who avoids phone calls can be uncomfortable. Learn how to recognize and stop call avoidance early on.