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 ...

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 ...

About Convoso Convoso is the leading AI-powered contact center platform purpose-built for revenue teams. Trusted by fast-scaling leaders in insurance, financial services, home services, legal, and ...

Mar 17, 2025 -- By: Johnny McCormick and Jacob Grimm-- Contact centers are key to exceptional customer support and business growth, yet many struggle with integrating AI driven experiences and ...

3CLogic Unveils Groundbreaking Integration with ServiceNow (NOW) to Transform Voice-Driven Self-Service, Enhancing Employee and Customer Experience, Boosting Efficiency, and Reducing Operational Costs ...

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 ...

Call center burnout isn’t just a staffing issue. It’s a warning light that today’s change management tactics aren’t keeping up. Across industries, companies face mounting pressure to rewire how ...

As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

Historically, supporting after-hours care has been a significant challenge for healthcare practices. Whether it’s hiring additional staff to manage after-hours patient calls or addressing messages and ...

Roger Woolley is a seasoned Chief Marketing Officer with nearly three decades of expertise in the field. Throughout his career, he has held pivotal roles, including Vice President of Marketing at ...

MINNEAPOLIS--(BUSINESS WIRE)--Calabrio, the workforce performance company, announced today two artificial intelligence (AI) offerings for general availability: Auto QM and Trending Topics. These ...

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 ...