Essential contact center technology. Let’s start by covering the standard, must-have capabilities for a platform to work well for modern contact centers.

Although companies originally invested in call center technology to provide multi-channel communications to improve the customer experience, it has actually dramatically deteriorated the customer ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to ...

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 ...

Contact center jobs are some of the toughest out there. Customer service agents deal with a variety of stressors in the course of a day: angry customers, problems with orders and questions about ...

Contact centers should leverage AI technologies to automate mundane tasks, understand customer sentiment and improve agent training, ultimately enhancing the customer experience.

In the contact center industry, it’s safe to say that the initial buzz around AI has quickly given way to a constant hum. Today, organizations everywhere are shifting their position, strategy ...

Contact centers are essential to creating a satisfying customer experience (CX) for government agencies and their constituents. In this Government Technology Q&A, Jerry Dotson, vice president of ...

New AI technology for call centers can essentially remove foreign accents on phone calls, but does this perpetuate discrimination issues? 1 weather alerts 1 closings/delays. Watch Now ...

2023 Contact Center Technology Award press release graphic. WASHINGTON, July 13, 2023 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and ...

The simple answer is that CCaaS, like most other technologies, has upped its game since on-premise contact center technology was first introduced in the 1980s. Over time, ...