Typing is the hidden bottleneck in your contact center. You don’t see “keystrokes per minute” on a single dashboard, but you ...

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 ...

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 ...

Contact centers are more than just service hubs—they're where the critical interactions that shape brand perception and loyalty occur. Contact center quality assurance (QA) ensures that every customer ...

As Microsoft has continued to expand Teams Phone features, companies are often using it to manage inbound calls, in effect utilizing Teams Phone as a lightweight call center. At the same time, many ...

RPA Contact Center: What Grindy Tasks Can it Get Rid Of? Your email has been sent Discover how robotic process automation (RPA) can transform your contact center by automating repetitive tasks that ...

Consumers frequently encounter inconsistent brand experiences across various touchpoints in their e-commerce journeys. Marketing efforts often present a vision that differs from customers’ actual ...

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

Contact Center as a Service (CCaaS) is a cloud-hosted software suite optimized for managing interactions with customers and, more broadly, the entire customer experience (CX). As the term implies, ...

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...