Human-driven phone-based contact tracing is the backbone of states’ contact tracing programs. Success of these programs depends on reaching infected cases—and their recent close contacts—as quickly as ...

Contact management is crucial for businesses as it centralizes and organizes information about customers, partners and suppliers. By maintaining a well-structured contact management system, companies ...

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 ...

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 ...

This guide was reviewed by a Business News Daily editor to ensure it provides comprehensive and accurate information to aid your buying decision. Gone are the days of exchanging napkin notes and ...

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.