Kelly Main is a Marketing Editor and Writer specializing in digital marketing, online advertising and web design and development. Before joining the team, she was a Content Producer at Fit Small ...

Customer service platforms are undergoing a fundamental shift as AI moves from a supporting role into the core of how interactions are managed, routed and resolved. Salesforce has positioned its ...

New research from SuccessKPI and CMSWire evaluates contact centers across 7 benchmarking areas for a holistic view of how ...

Businesses chasing the elusive goal of turning contact centers into profit centers have renewed hope with the arrival of artificial intelligence. AI holds the promise of eliminating many barriers that ...

At Business News Daily, we’ve spent years researching and testing the technology that enables entrepreneurs to accomplish their goals and scale their businesses more efficiently. Our team of small ...

Contact centers have evolved significantly during the past few years, requiring contact center agents' skills to keep up. To deal with new forms of communication, hiring managers must ensure contact ...

Over the past three years, global events and emerging trends have transformed the contact center landscape. Work-from-home programs, initially implemented by many organizations as an emergency measure ...

The best call center software is RingCentral, providing omnichannel functionality, helpful project management tools, and a range of advanced features like interactive voice response (IVR). RingCentral ...

As Microsoft has continued to expand Teams Phone features, companies are often using it to manage inbound calls, in effect utilizing Teams Phone as a lightweight call center. At the same time, many ...

In contact center AI, the recommendation an agent sees is not the most important asset. The key asset is the record of what agents accept, ignore, or change and whether anyone acts on it after go-live ...