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 ...

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 ...

Learn everything you need to know about contact centers, from terminology and features to enterprise capabilities and deployment types. A contact center enables customer service or sales teams to ...

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 ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

Companies thinking about investing in voice over Internet Protocol (VoIP) frequently cite the cost savings reaped from the elimination of long-distance tolls as the only primary benefit of the ...

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

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

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 ...

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 ...