Cloud-based call center software costs $20-$200+ per user monthly. Key features include call blending, CRM integration, IVR ...

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 ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. May 18, 2020, 01:43pm EDT May 18, 2020, 04:01pm EDT This ...

Contact centers need AI to scale, but leaders can’t afford to trade efficiency for trust. A copilot-first roadmap keeps ...

Companies currently invest a lot of money in target markets to generate potential customers’ interest in products and services. But after they achieve a sale, they often frustrate customers by not ...

Call center leaders caught up with CMSWire and shared their focus areas for improvement in agent experience and business outcomes. Call center leaders are charged with managing growing call volume and ...

Excellent customer service is vital to the long-term success of any business. Yet, millions of people around the world are frustrated daily as call center agents keep customers on hold for long ...

Schwing America’s new Call Center at their White Bear, MN, headquarters has a new system of fielding incoming service and parts telephone inquiries which results in more efficient handling of customer ...

Call Centers are often consumers’ first encounter with a business. That experience can make or break a customer’s decision to continue interacting with the company. Because call centers shoulder the ...