A contact center is a central point from which organizations manage all customer interactions across various channels. Its primary purpose is to offer customers efficient and effective technical ...

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 ...

Artificial intelligence serves a number of purposes in contact centers. It can automate routine processes, provide live chat in the form of virtual agents or chatbots to address customer queries, help ...

New research from SuccessKPI and CMSWire evaluates contact centers across 7 benchmarking areas for a holistic view of how ...

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 ...

Your call center agents are key to your company’s success. They are the first point of contact with your customers and responsible for how your customers view your business. Thus, they are ultimately ...

Businesses can use contact center functionality to mobilize their organisation around the customer. Contact center agents are traditionally desk-based, therefore they always have access to the PCs.

Today’s consumer expects a tailored customer experience (CX). They seek always-on, personalized service on every channel where they engage with the brands — even as these brands struggle to balance ...