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.

If you ask customers what they want from their telephone interactions with companies, the answer is almost always going to be satisfaction. The people who control the contact center don't have the ...

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 ...

eSpeaks’ Corey Noles talks with Rob Israch, President of Tipalti, about what it means to lead with Global-First Finance and how companies can build scalable, compliant operations in an increasingly ...

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 ...

Hiring a call center can be a tough decision. Here's what you should know before you partner with a service. If you and your staff can’t handle the high volumes of inbound calls you’re getting from ...

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 ...

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 ...

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 ...