A call center, or contact center, is an office that handles calls, emails, chat or other contact methods to help customers. Learn how they work. Customer service hub. The call center is often used as ...

Katherine Haan, MBA, is a Senior Staff Writer for Forbes Advisor and a former financial advisor turned international bestselling author and business coach. For more than a decade, she’s helped small ...

Could the humble contact center, which still relies heavily on technology invented in the 19th century, hold the key to the ability of retail banks to transform themselves into nimble, digitally adept ...

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 ...

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 ...

Popular video conferencing app Zoom is adding a new business offering: Zoom Contact Center for customer service. It’ll have more than 100 features at launch and will cater to the agents, supervisors, ...

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

Transforms the Contact Center Agent Experience with Powerful Contact Queuing and Handling Features that Enhance Productivity and Personalize Both Agent and Customer Engagement CAMPBELL, ...

Mitel is paying approximately $20 million for Ottawa-based prairieFyre, which has been the OEM for the bulk of Mitel's contact center suite for the past 15 years, the companies told CRN Monday. Mitel ...

“My hope is as we add more self-service options, the more mundane, simple tasks keep getting handled by a bot and the more complicated tasks keep going to an agent,” said Dustin Hubbard, center, chief ...