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 ...

FRANKLIN, Tenn.--(BUSINESS WIRE)--Eleveo has joined Zoom’s ISV Partner Program and is integrating its Workforce Optimization (WFO) software suite with Zoom Contact Center, the company’s omnichannel ...

Contact center performance management (CCPM) is an analytical approach to managing and improving the effectiveness, quality and overall experience provided by the contact center. It is a process that ...

3CLogic Unveils Groundbreaking Integration with ServiceNow to Transform Voice-Driven Self-Service, Enhancing Employee and Customer Experience, Boosting Efficiency, and Reducing Operational Costs ...

Providing fast, convenient customer service is fundamental to successful call center management. However, consumers continually seem to raise the bar as their behaviors evolve. At one time, ...

During a pre-briefing to industry analysts from Jeff Comstock, corporate vice president of Dynamics 365 Customer Service the most intriguing thing he said was the solution does not require customers ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...

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

ROCKVILLE, Md.--(BUSINESS WIRE)--3CLogic, a leading provider of cloud contact center solutions, today announced its latest release for Microsoft Dynamics 365. The announcement comes on the heels of ...

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 centers ...

Cloud solutions in the contact center market have grown dramatically, as enterprises continue to acquire new customer engagement solutions or replace their existing premises-based contact centers. And ...

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 ...