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 ...

The shift from traditional, on-premise phone-system call centers to cloud-based call centers provides greater flexibility, scalability and cost efficiency. Coud-based call center solutions are quickly ...

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 ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Call center representatives use CRM software specifically designed for contact or help centers. These platforms host all customer information, including contact information, interaction history, ...

Companies thinking about investing in voice over Internet Protocol (VoIP) frequently cite the cost savings reaped from the elimination of long-distance tolls as the only primary benefit of the ...

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Is it possible to build a voice assistant for the call center that can pick up on indirect questions to figure out the best time to hand calls over to a human? That depends on how high the bar’s set.

A well executed contact center migration starts months before testing. Learn what you should do for a smooth migration to the cloud. Contact center migration is the process of moving from on-site ...

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 ...