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 ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

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 ...

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 ...

SequenceShift expands its PCI-compliant payment platform with a new Zendesk for Contact Center integration for secure ...

Spring is a traditional time of renewal. In keeping with that theme, in the space of two or three weeks we typically see cloud communications software vendors reveal their Spring application updates — ...

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 ...

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, ...

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

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 ...

Call center costs vary and many systems are available. Finding the right one for your business can be challenging. Here’s ...

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 ...