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 ...

The Federal Communications Commission voted Thursday to look into the use of offshore call centers and ways to require phone ...

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 ...

GoTo Connect Contact Center is a user-friendly, plug-and-play, VoIP-based call center software solution packed with features to help small businesses take charge of omnichannel customer service and ...

Adam Stone writes on technology trends from Annapolis, Md., with a focus on government IT, military and first-responder technologies. The University of California, Riverside has transformed ...

Contact center AI is increasingly integrated directly into call center software, making advanced capabilities available to agents without added complexity. AI bots now help answer routine questions, ...

Deloitte Digital found recently that 58 percent of service organizations are currently outsourcing at least some portion of their needed agent capacity, a percentage that it expects to grow to 64 ...

I’ve worked with hospitals to improve patient satisfaction rates for years and we’ve seen that the first stop in the patient’s journey – the call center – can set the tone for the rest of the ...

Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...