Supporting your agents with the right technology allows them to access valuable customer information and do their job more confidently. Customers are increasingly comfortable with the digital-first ...

With the right workforce management strategies in place, contact centers can optimize their operations and create a better experience for agents and customers. Editor's note: This article was updated ...

This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...

Picture this: Instead of having to operate an expensive call center tied to a physical location, you’ve created a virtual, multimedia contact center staffed by agents working from home or in distant ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

AI-powered contact center solutions help expedite customer support and automate tasks for water district serving approximately 1.7 million residents Las Vegas Valley Water District chooses multiple ...

A proposed class action lawsuit against retailer Patagonia filed July 11 th caught the attention of many of us who work in the contact center market – because it directly references how AI is used in ...

“The amount of data we are able to get from a coaching perspective is unreal,” said Michelle Grimm, director of consumer operations business support for Fifth Third Bancorp. Fifth Third Bancorp used ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. A contact center is every customer’s first call for answers ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...