A well-organized conference call not only saves its participants time and money, it provides a swift and efficient venue for participants to pass information. The evolution of the conference call ...

The traditional call flow concept doesn't do justice to the modern customer experience. Whenever you go through a period of transition, it's a very definite closing of a certain chapter of your life.

There has been much discussion among call center executives over the years about the use of call center scripts or call flows. And for a good reason. After all, once a customer gets through the ...