Intelligent call routing automatically prioritizes high-value or time-sensitive interactions based on business rules or ...

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

Call centers and contact centers fall under this category as both include handling of either inbound calls, outbound calls or both. Call centers that include handling of calls along with live support ...

Twice a year top brass at Vision Service Plan (VSP) gathers around a conference table to listen to customers. But the executives of this eye-care benefits provider are not sitting with customers; they ...

Maximize customer loyalty by learning how strong contact center leadership defines the CX vision, empowers agents, and strategically uses Call Center QA data for continuous performance improvement.

If you’re after versatile and reliable call center software, our research suggests RingCentral Contact Center is the best option out there. It offers a range of advanced features, including ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

Good old Socrates. There was a guy who knew how to ask a question. Most of the time the people he talked to didn't really understand the implications of his questions, which is probably why they ...

WEST LAFAYETTE, Ind. -- Business call center budgets are growing by 12 percent per year, salaries are on the rise, and employee turnover is down, according to a Purdue University study. The 1998 Call ...

How does change management and a strategic pause lead to better outcomes for contact centers? Learn about readiness, results ...