Contact centers were never a walk in the park for employees, but they became much harsher work environments during the pandemic. According to one survey, only 10% of contact center agents reach ...

Call center software pioneer Five9 has a number you can call -- 915-f-i-v-e-9-a-i -- to hear the stentorian voice of a call agent. It can tell you jokes, and it sounds much more natural than a typical ...

Learn the ins and outs of call center software pricing, how to estimate costs, what to expect, and how to get the best deal. Whether you’re getting call center software for the first time or you’re ...

Call center quality assurance (QA) software — and its enterprise counterpart, contact center quality assurance software — have become essential for businesses that want to provide consistently high ...

In this episode of eSpeaks, Jennifer Margles, Director of Product Management at BMC Software, discusses the transition from traditional job scheduling to the era of the autonomous enterprise. eSpeaks’ ...

Call center automation uses AI to streamline customer service. Discover how it works, explore tools, and gain expert tips to enhance customer experience. Automating complex processes and repetitive ...

All businesses face challenges keeping data secure and protecting sensitive information as cybertheft threats grow every year. Understandably, government agencies and consumers alike demand companies ...

GoTo Connect Contact Center is a user-friendly, plug-and-play, VoIP-based call center software solution packed with features to help small businesses take charge of omnichannel customer service and ...

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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 ...

Customer expectations are high, and how you attend to your customers’ needs will affect customer retention and business growth. So you need an effective call center management strategy. Forbes Advisor ...

Mike Fox, a software developer for Lighthouse Works, is proud of his contribution to developing the EquiVista app, which is poised to help make call center jobs more accessible for the blind and ...