SAN FRANCISCO--(BUSINESS WIRE)-- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils ...

SAN FRANCISCO--(BUSINESS WIRE)--The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today unveils “The ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Working as a contact center agent was never for mere mortals.

From staffing to CRM integration, here’s how to run a high-performing call center that drives real business outcomes. Call center management is the backbone of effective customer service operations.

SINGAPORE and MANILA, Philippines and SAN DIEGO, May 13, 2025 (GLOBE NEWSWIRE) -- Helport AI Limited (NASDAQ: HPAI) (“Helport AI” or the “Company”), an AI technology company serving enterprise clients ...

FRANKLIN, Tenn.--(BUSINESS WIRE)--Eleveo has joined Zoom’s ISV Partner Program and is integrating its Workforce Optimization (WFO) software suite with Zoom Contact Center, the company’s omnichannel ...

Anyone who’s ever worked in contact center management understands that the job is not for the faint of heart. The necessity of dealing with numerous daily problems is inherent in the business process ...

If you’re considering transitioning your existing contact center management and staff to a new external services provider, the process doesn’t have to be painful. When handled with sensitivity and a ...

With all the attention paid to the costs of labor in the call center, it's easy to understand why agents get all the attention. Agent salaries make up the lion's share of the ongoing expenses in most ...

Contact centers are the next big thing. Small businesses are either outsourcing to contact centers or operating them. If you outsource this service, it helps to know that your vendor is doing ...