Calculating the right staffing requirement of contact center agents to offer excellent service to your customers is not an easy task. You may have a contact center that has grown steadily, agent by agent, and you might have the feeling of being under- or overstaffed. Or perhaps your company is prepa...

Call Center Services International (CCSI) employees came together during the 2015 holiday season to support EUNIME por Tijuana, a local organization providing care and support for children and adolescents living with HIV in Tijuana, Mexico. Employees collected food, grocery items, and monetary contr...

As healthcare organizations become increasingly dependent on digital technologies, maintaining communication during cyberattacks, system outages, or other disruptions is critical to operational continuity. The impact extends beyond technology, affecting patient care, clinical coordination, administr...

Contact Centers are known for experiencing employee turnover, but the true cost of attrition can be much greater than the salary or recruiting expense associated with replacing an agent. When an experienced employee leaves, organizations may incur costs related to offboarding, recruiting, hiring, tr...