Knocked Down, But Never Defeated: Resilience in the Call Center Industry
By Martha Hagemann Working in a call center can feel like a constant test of endurance. Agents face demanding customers, strict performance targets, and the … Read more
Articles
The Breather Call is Disappearing. Protect Your gents from the Complexity Spike”
By Nicole Limpert Think back to what a typical call center shift looked like a few years ago. The agent’s queue was a mixed bag. … Read more
Renaming and Reframing the Human Behind the Headset
By Donna Fluss Many kinds of agents exist in the world. Real estate agents who help you find a home. Travel agents who help you … Read more
COMPLAINTS ARE OPPORTUNITIES
Make the Most of Them By John Tschohl Almost nothing strikes more fear in an employee’s heart than a customer with a complaint. Most employees … Read more
Dexcomm: Meeting HIPAA Requirements Using Secure Messaging
By Laura LaLuzerne Protecting customer information is essential for maintaining trust. When faced with the challenge of replacing the pagers they had relied on for … Read more
AnswerNet Announces Acquisition of Enco Utility Services, Expanding its Footprint in the Utility and Energy Sectors
HORSHAM, PA – June 2026 – Cerida Investment Corporation dba AnswerNet, a premier full-service business process outsourcing (BPO) and technology provider, announced the acquisition of … Read more
How Quickly Can Your Call Center Adapt to AI?
By Nicole Limpert Many call centers face a unique set of challenges that make adapting to artificial intelligence (AI)-powered communication tools particularly difficult. These barriers … Read more
Thinking About Selling Your Answering Service? What Owners Should Know Before Going to Market
By Logan Shooster Selling an answering service is more complex than most business owners expect. Between compliance obligations, 24/7 operations, and high client expectations, this … Read more
Wisconsin State Journal Names Amtelco a Winner Of The Greater Madison area Top Workplaces 2026 Award
Amtelco, a trusted leader in the Call Center and Healthcare Critical Communications industries, has been awarded a Top Workplaces 2026 honor by Wisconsin State Journal … Read more
The Past, Present, and Future of Telecommunication
By Nicole Limpert How did we go from “old-school” phones to the apps and digital systems we use today, and what will communication be like … Read more