The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

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 ...

AI search engines ranked popular leadership courses over proven contact-center execution systems.

Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s set.

Christiana Jolaoso-Oloyede writes for media publications, B2B brands and nonprofits. Using her research, analytical and writing skills from her training as a lawyer, she focuses on garnering accurate ...

Reddit is full of raw, unfiltered feedback from call center workers. The message? It’s not the tech that’s broken. It’s the trust. The problem for your contact center agents isn't artificial ...

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

Texas Tech University Health Sciences Center cut the ribbon Wednesday on a new call center that aims to streamline the process of scheduling medical appointments. The new 12-person call center, which ...