In today’s world of customer service, the use of digital messaging channels is steadily rising, so it’s easy to overlook how central voice and telephony are for connecting brands to their customers.

A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

Advances in call center hardware and software technology have enabled support teams to cut down many common call center issues. Of all the businesses affected by the COVID-19 pandemic, call centers ...

What Is the Best Dialer for My Call Center? Your email has been sent Learn about five types of call center dialers, including the benefits and drawbacks of each solution. Discover the ideal dialing ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

The ASP industry is at it again. Except that this time application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer ...

When most people think of AI in call centers, they are likely to think of digital phone trees — automated menu systems that guide callers through a variety of messages and prompts to direct their call ...

In Gearhead this week we look at a couple of hybrid telephony solutions, that is, products that combine analog phones and phone lines with VoIP. The products are Actiontec’s VoSky Call Center and the ...

The essential elements of a call center—a solid back-of-house (BOH) team, competent management and highly skilled call center agents—keep call centers effective and productivity consistent. In my ...

How to Start Working as a Call Center Agent From Home Your email has been sent A dependable call center agent is always in demand. Learn how to find remote work, show your qualifications, and start ...

Parliant on Monday announced that it’s shipping PhoneValet Message Center 5.0, a new version of its Mac OS X-based telephony product for small office, home and home office environments. PhoneValet 5 ...